eGain, the leading knowledge platform for customer engagement, has announced the publication of the second special edition of its popular book “Knowledge Management for Dummies,” by John Wiley & Sons. Now available in both electronic and physical formats, this updated edition has been highly anticipated by the business and technology community, after the first edition was downloaded thousands of times.
According to data from the consulting firm Gartner, by the year 2025, 100% of AI-powered virtual assistants for customers and contact center agents will fail if they do not implement proper knowledge management (KM). To address this important issue, the new book not only demystifies KM but also dedicates an entire chapter to AI, explaining how KM is crucial for its success. The publication also includes real case studies that demonstrate how KM and AI work together to provide reliable answers to both customers and employees, automating and transforming the KM lifecycle and customer service.
The book covers topics such as defining modern knowledge, creating business cases, exploring various use cases, quickly loading KM with AI, organizing KM and AI, best practices for success, case studies, and selecting technologies and solution partners.
Ashu Roy, CEO of eGain, comments: “Building on lessons learned from early successful adopters, companies are implementing AI on a foundation of trusted KM with experts in the loop. This book goes beyond theory and illustrates how to achieve rapid business value with proven technology and best practices.”
The second special edition of “Knowledge Management for Dummies” is available for free in electronic format and at the eGain booth at KM and CX conferences. For more information on the book’s content, interested parties can visit the eGain website.
Wiley, one of the world’s largest publishers and a global leader in scientific research and education, has been responsible for the publication. Founded in 1807, Wiley is dedicated to discovery, education, and professional development, providing high-quality content and digital platforms.
eGain helps improve the customer experience and reduce costs by providing reliable customer service answers through its eGain Knowledge Hub. More information about their products and services is available at www.eGain.com.
Referrer: MiMub in Spanish
