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What Is AI Knowledge?
Deliver faster, more accurate, and personalized support — boosting customer satisfaction.
Deliver faster, more accurate, and personalized support — boosting customer satisfaction.
AI knowledge is the collective data, patterns, and rules that an artificial intelligence system has learned from training on large datasets. This knowledge enables AI to process information, make decisions, predict needs, and perform tasks based on learned experiences.
AI knowledge provides data-driven insights to improve decision-making and operational efficiency in the contact center, as well as field service. Many customer service leaders already see the value of AI. Our research shows that 79% of service organizations have already invested in AI technology, and 95% of organizations using AI report cost and time savings.
Here, we look at how AI knowledge can transform your customer service.
High-performing service organizations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.
AI knowledge enables companies to provide round-the-clock support, ensuring that customers receive immediate and consistent responses, whenever it’s convenient for them. By automating routine tasks and deflecting frequently asked questions to self-service, AI frees up customer service reps to focus on complex and high-value cases that require critical thinking and empathy. This can significantly improve operational efficiency and customer service experience.
AI knowledge significantly enhances knowledge management by automating the organization, retrieval, and application of information. It can analyze vast amounts of data to identify patterns and trends, categorize and tag content for easier access, and provide personalized recommendations based on customer behavior. It can also generate new knowledge articles, capturing institutional knowledge while also saving service reps valuable time.
Fundamentals of AI knowledge include:
Let's look at some real-world examples of how AI knowledge is optimizing customer service operations across multiple industries:
A tech company depends on expert customer support reps to help customers diagnose and resolve complex technology issues. By implementing generative AI-powered chatbots, reps can query multiple data sources simultaneously and instantly find relevant answers for common and complex questions. This is one way this company has dramatically reduced the time required to resolve customer cases.
Support agents for enterprise companies, like this global energy company, deal with numerous customer service queries a day. To get up to speed quicker on call and chat transcripts for newly assigned support cases, this company has implemented AI tools such as conversation insights that deliver instant summaries of voice and digital transcripts, accelerating agents' ability to resolve issues.
This health insurance provider must frequently consolidate customer information, scattered across multiple data sources. By implementing AI tools like Unified Knowledge, they can integrate and centralize all their customer information, including information from third-party sources, making it simpler for agents to access. This company also uses tools like generative AI to produce customer emails automatically with answers to common questions, reducing response times to FAQ-style inquiries.
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Here are some ways to build AI knowledge:
These methods will help set up your customer service teams to use AI technology effectively and enhance service delivery.
While there are many benefits to implementing AI to both your customers and business, it comes with its own set of challenges. Here are three challenges you may face in implementing AI, as well as how you can mitigate them:
While AI has made great strides in streamlining customer service operations, humans are still very much at the helm, providing empathy and making intelligent decisions behind the scenes. With the right training and tools in place, AI knowledge can help your customer service reps become more effective. Watch your CSAT soar.
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