Content Engineering to Improve AI Readiness for a Financial Institution’s Customer Service Center
A well-known financial institution faced challenges in providing frictionless, personalized service to customers due to widespread issues with knowledge base content. Due to outdated legacy systems, both agents and customers experienced difficulties finding and using content; similarly, internal content management teams struggled to maintain and update both agent-facing and customer-facing content … Continue reading
How to Design Taxonomies that Reflect Organizational Differences, For Humans and AI
One of the key steps to prepare your content and data for AI is developing taxonomies that identify, organize, and define the terms used in the organization in order to better structure and contextualize knowledge assets for use in AI … Continue reading
The Role of Unified Entitlements in Getting Your Content AI Ready
AI has become the place to find answers to nearly any question. I have used the public LLMs like ChatGPT, Anthropic, and Gemini to create trip itineraries, research topics for a book I am writing, and plan social gatherings. I … Continue reading
Rebecca Wyatt to Present on Context-Aware Structured Content to Mitigate Hallucinations at ConVEx conference
Rebecca Wyatt, Partner and Division Director for Content Strategy and Operations at Enterprise Knowledge, will be delivering a presentation on Context-Aware Structured Content to Mitigate Hallucinations at the ConVEx conference, which takes place April 7-9 in San Jose, CA. Wyatt … Continue reading