Yes, they should. However, they should exercise caution and be mindful of utilizing secure, safe, and trusted sources of information to guide their staff, customers, prospects, partners, and providers.
This is an obvious and logical approach as the reputation and core existence of these businesses are built upon the values of Trust, Safety, and Security.
Which types of businesses are we referring to?
Immediate and evident answers include Banks, Financial Institutions, Insurance companies, as well as other compliance and risk-driven activities such as healthcare and accounting. Furthermore, industries like aeronautics, construction, and transportation have their own unique compliance requirements, expanding the list beyond the aforementioned sectors.
When customers or prospects inquire about the recommendations of SHA team Knowledge Experts regarding the implementation of AI Conversational Tools and Bots, our stance as Knowledge Management Operational Experts is unequivocal:
AI Bots and Conversational tools can undoubtedly fulfill CSAT, Cost Reduction, Productivity, and Reputation objectives, but only if there is a solid Knowledge Management foundation supporting these AI tools.
And yes, you’re correct in suspecting us of promoting our own business (solid KM), but it is worth noting that independent voices are echoing the same message: “Do not allow your AI-bot to scour uncontrolled areas for information; maintain control and ownership.”
Additionally, it is imperative to ensure the seamless functioning of your data infrastructure (SHA cloud architecture excels in this regard).
For instance,
Gartner recently proclaimed: “By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects lacking integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals.”
According to IDC’s 2024 white paper (IDC #US52048524 sponsored by NetApp), “Around 20% of AI projects may encounter failure without adequate support in data infrastructure,” as revealed by a recent study conducted by intelligent data infrastructure provider NetApp.
SHA is a Knowledge Management System designed and developed by experienced seasoned Customer Service experts who have brought their vision and daily operational experience to deliver a system that enhances Customer Experience, improves Staff Experience, and reduces the cost of service!
For more information on how SHA can support your Customer Service Operations get in touch with us: