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AI in customer and employee engagement.

Everyone is talking about how AI is the next frontier that will disrupt daily life. However, while AI adoption has been rising, it has been deployed by only 16% of enterprises, according to Gartner.

If AI is a red-hot topic, AI and knowledge management for customer and employee experience transformation is white hot. Barriers to adoption include identifying use cases, getting and sustaining funding, formulating a strategy, and lack of staff skills, per Gartner.

KMWorld recently held a webinar featuring Ian Jones, head of strategic solutions, eGain (www.egain.com), and Mark Kinsey, SVP operations, Paylocity (www.paylocity.com), who discussed how to succeed with AI in 2019.

According to Kinsey, strategic goals and objectives while integrating AI should include creating an effortless experience for customers; enabling those closest to the customer; supporting collaboration; and allowing a consultative support approach.

With Paylocity Education and Knowledge, enterprises will be able to utilize AI to focus on experience, with metrics following suit, Kinsey said. The platform provides consistent evolution through assessing and meeting business needs.

eGain is another platform that can help customers and businesses achieve better performance with AI, Jones said. The platform supports collaboration and comes with the flexibility to align as businesses grow. Additionally, eGain can implement changes quickly and when necessary, Jones said.

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Title Annotation:KMW webcasts KMWorld Live
Publication:KMWorld
Date:Jul 1, 2019
Words:215
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