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In the webinar, presented by Arnfinn Austefjord from Consortium for Service Innovation, Sariel Moshe, the CPO of xFind.ai will explore new capabilities and concepts AI is introducing into the customer support workflow, chief among them the developing shift from reactive to automated support, and how they will affect the way support leaders structure and focus the efforts of their teams.

Sariel begins by discussing the traditional approach to knowledge management, which is based on search. In this approach, users search for knowledge by entering keywords or phrases into a search engine. However, Sariel argues that this approach is becoming increasingly ineffective as the amount of knowledge available online grows exponentially.

Moshe then discusses the potential of generative AI language models to revolutionize knowledge management. Generative AI language models are able to generate text that is both accurate and relevant to the user's query. This means that users can simply ask a question, and the generative AI language model will generate the knowledge they need to solve the issue.

Sariel concludes the webinar by discussing some of the challenges and opportunities associated with using generative AI language models for knowledge management. He argues that these models have the potential to significantly improve the way we create and use knowledge, but that there are also some challenges that need to be addressed.

What will you learn from this webinar? 

• Generative AI language models have the potential to revolutionize knowledge management.
• These models are able to generate text that is both accurate and relevant to the user's query.
• There are some challenges associated with using these models, such as the need for high-quality training data.
• Overall, the potential benefits of using generative AI language models for knowledge management outweigh the challenges.