AI-based transcription and summary tools are already used extensively in the support world and most telephony and Service cloud systems offer that. It is only a matter of a few months or quarters before these systems can generate support articles automatically from lengthy phone or chat conversations. These articles can then be sent to agents for approval and publishing, accompanied by data on the existence of similar articles. Moreover, concerns regarding Content Quality will become a thing of the past, as ChatGPT-like tools can already generate content at scale while adhering to grammar and engagement standards.
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- [note::Interesting - essentially, AI would enable the "continuous integration" of knowledge into existing knowledge bases, based on insights gleamed from ticket chats, support calls, etc.]

AI-based transcription and summary tools are already used extensively in the support world and most telephony and Service cloud systems offer that. It is only a matter of a few months or quarters before these systems can generate support articles automatically from lengthy phone or chat conversations. These articles can then be sent to agents for approval and publishing, accompanied by data on the existence of similar articles. Moreover, concerns regarding Content Quality will become a thing of the past, as ChatGPT-like tools can already generate content at scale while adhering to grammar and engagement standards.
- No location available
-
- [note::Interesting - essentially, AI would enable the "continuous integration" of knowledge into existing knowledge bases, based on insights gleamed from ticket chats, support calls, etc.]