Anil has over twenty years of experience driven primarily by striking the right balance between sustained revenue growth & building long term customer and employee relationships. As a digital transformation evangelist, he has always strived towards building relationships and deliver excellence in customer engagement & experience.
Anil has a degree in Engineering in Electronics & communications from Pune University and schooling from Kendra Vidyalaya.

1.How Knowledge Management system will revolutionize the entire customer engagement market?

Customer expectations from brands have increased like never before and this has further increased following the COVID pandemic. The support and service world is moving quickly to digital-first solutions. In digital-first environments, customers can ask questions, request transactions, and obtain information using whatever digital channels they prefer. Contact center agents need to have instant access to the right information to assist customers better and instantly and elevate the customers’ experience. Knowledge Management provides the relevant, accurate answers to customer questions, delivered in a way that values their time. The top 10 benefits of knowledge management include:

 Lower average handle time
 Increased consistency
 Lower contact volume
 Reduced escalations
 Increased first contact resolution
 Increased customer satisfaction
 Reduced training times
 Increased employee engagement
 Multi-skilled agents
 Up to date information

With accuracy and speed of knowledge becoming centrifugal to elevate customer experience, customer-facing knowledge management is a foundational technology that fuels great self-service experiences. Basis Verint's knowledge management deployment, organizations have witnessed 28% improvement in agent productivity, 18% increase in first contact resolution, and 12% improvement in customer satisfaction.

2.Explain how AI has infused and enhanced Knowledge Management.

AI based cognitive KM helps in understanding the nuances in how customers ask questions; what they mean and not what they type. It further anticipates what they want and predicts what they are about to ask.
Also, an AI based knowledge management system helps organizations’ employees gather knowledge in real-time while improving through continued use.With artificial intelligence injecting new life into knowledge management, it has become a game changer for driving efficiencies across an enterprise and providing a personalized customer experience.

AI / cognitive functions reduce the tedious work of auto categorizing and indexing the knowledge content. It does so by recognizing operational intent/context of the business operations to be helped. This can massively reduce the time to index documents into short consumable knowledge snippets. Cognitive functions also help ease employees search effort by recognizing employee’s intent, rather than what they type. For example, in a mortgage process the word apartment should have same context as property, condo or house; even though they are not synonyms. Thus AI helps to rank and focus potential answers and choices in everything from IVA conversations to self-service search to desktops supporting email, chat, and voice.

Being at the forefront of driving this evolution, Verint Knowledge Management uses patented artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers. With AI integrated knowledge management solutions, Verint is empowering organizations to enhance the way knowledge is created, managed, and maintained.

3.Which Industries are relying extensively on knowledge management and how?

Today, most businesses run on Knowledge, so it is an essential element for them. It is critical glue/tool for digital transformation too. An AI integrated knowledge management system is critical for both governments and enterprises to address queries immediately.

Enterprises can use it to elevate the customers’ experience with the right information provided instantly without even employees being involved.For example, a customer question could surface on a social or messaging channel and be routed to an automated chat response. This interaction could move to a human-assisted chat when necessary, into and out of the contact center for further
research, and right back to the initial chat/social channel—seamlessly, intelligently, automated when possible, and assisted in ways that are invisible to the customer.

Governments/disaster management teams can implement it to address citizens with the right information, support during natural disasters like COVID, cyclone, etc. Infact, under the Digital India programme, the government in its quest to transform India into a ‘Knowledge Economy’, have implemented a Knowledge Management System (KMS) for e-Governance. This will enable stakeholders to effectively utilize the vast information available with Government organizations and facilitate access, collaboration and sharing of information and knowledge on e-Governance issues and projects under the Digital India Programme.

4.Give us a brief overview of the adoption of Knowledge management amongst Indian organization and how will it evolve in the India market.

Indian businesses are getting digital savvy by the day. Indian organizations have relied on traditional modes of dispersing knowledge. Content Management systems and information portals have been erroneously seen as Knowledge delivery platforms. Knowledge Management is the art of identifying, capturing, categorizing and effectively using organization’s information. The effective use requires us to move away from clunky documents. Traditional mechanisms require employees to search for documents and the look for required information within the document. Imagine the time taken to search the right document first. No wonder employees gravitate away from searching and take compromised (and sometime risky) decisions based on the information from memory.

But we are seeing a rapid gain in KM adoption as organizations realize that they need to adopt the power of AI driven rapid and contextual information access for processes, products, regulations, compliance and quality. They realize that they may be able to force employees to a degree to work with archaic approaches but they cannot expect the customers to go through even minor discomfort in accessing information. Digital savvy organizations are now looking at knowledge management as key mechanism to differentiate on services across all points of presence.

These developments point to an exciting future for support and service as an evermore available, integrated, and intelligent part of our product experience. In a Digital First world, human and automated knowledge blend and flow wherever needed—which is how we all expect support to be.