The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
…
continue reading
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Similar to Connected Knowledge from Upland Software
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
Africa-focused technology, digital and innovation ecosystem insight and commentary.
…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
…
continue reading
Android Backstage, a podcast by and for Android developers. Hosted by developers from the Android engineering team, this show covers topics of interest to Android programmers, with in-depth discussions and interviews with engineers on the Android team at Google. Subscribe to Android Developers YouTube → https://goo.gle/AndroidDevs
…
continue reading
Download This Show is your weekly guide to the world of media, culture, and technology. From social media to gadgets, streaming services to privacy issues. Each week Rae Johnston and guests take a fun, deep dive into how technology is reshaping our lives.
…
continue reading
We help founders make something people want.
…
continue reading
The director’s commentary track for Daring Fireball. Long digressions on Apple, technology, design, movies, and more.
…
continue reading
On The Bike Shed, hosts Joël Quenneville and Stephanie Minn discuss development experiences and challenges at thoughtbot with Ruby, Rails, JavaScript, and whatever else is drawing their attention, admiration, or ire this week.
…
continue reading
Player FM - Podcast App
Go offline with the Player FM app!
Go offline with the Player FM app!
))
Unpacking the Role of Generative AI for Knowledge Management with Keith Berg
Manage episode 375002821 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
This week on the show Pete Wright sits down with Keith Berg, senior vice president and general manager of contact center productivity solutions. They’re digging into the potentially decisive role of generative AI in knowledge management, and Keith helps us navigate the challenges organizations face that are ideally suited for AI support.
Creating and maintaining quality knowledge is expensive. Agents don’t have the time to be creating and updating knowledge – in customer service, every second counts! Subject matter experts have deep domain expertise, but they often can’t write in the tone of the customer. Generative AI tools like ChatGPT and Claude can save time and potentially provide a better experience for customers and employees, but the human touch is still critical as we continue to build trust in the tools. But on the front lines of customer service, it could save time with knowledge creation, free up agents to problem solve and provide knowledge managers with more time to analyze data for improvement.
Upland has recently introduced its AI Knowledge Assistant, and Keith discusses what’s next on the AI horizon for Upland Software.
Links & Notes
- Reimagining Knowledge Management with ChatGPT (uplandsoftware.com)
- The Evolution of Search | Upland RightAnswers (section on ChatGPT)
- Planet Money Makes an Episode Using AI
- Submit your Questions to Connected Knowledge!
- (00:00) - Welcome to Connected Knowledge
- (00:20) - Introducing Keith Berg
- (03:34) - Generative AI as a Great Leveler
- (04:19) - ChatGPT
- (07:02) - Making Call Center Jobs Better
- (09:10) - A Sidebar: Planet Money
- (10:50) - Trust
- (15:17) - AI Knowledge Assistant
- (18:38) - The Crystal Ball: BYOAi
27 episodes
Share
Manage episode 375002821 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
This week on the show Pete Wright sits down with Keith Berg, senior vice president and general manager of contact center productivity solutions. They’re digging into the potentially decisive role of generative AI in knowledge management, and Keith helps us navigate the challenges organizations face that are ideally suited for AI support.
Creating and maintaining quality knowledge is expensive. Agents don’t have the time to be creating and updating knowledge – in customer service, every second counts! Subject matter experts have deep domain expertise, but they often can’t write in the tone of the customer. Generative AI tools like ChatGPT and Claude can save time and potentially provide a better experience for customers and employees, but the human touch is still critical as we continue to build trust in the tools. But on the front lines of customer service, it could save time with knowledge creation, free up agents to problem solve and provide knowledge managers with more time to analyze data for improvement.
Upland has recently introduced its AI Knowledge Assistant, and Keith discusses what’s next on the AI horizon for Upland Software.
Links & Notes
- Reimagining Knowledge Management with ChatGPT (uplandsoftware.com)
- The Evolution of Search | Upland RightAnswers (section on ChatGPT)
- Planet Money Makes an Episode Using AI
- Submit your Questions to Connected Knowledge!
- (00:00) - Welcome to Connected Knowledge
- (00:20) - Introducing Keith Berg
- (03:34) - Generative AI as a Great Leveler
- (04:19) - ChatGPT
- (07:02) - Making Call Center Jobs Better
- (09:10) - A Sidebar: Planet Money
- (10:50) - Trust
- (15:17) - AI Knowledge Assistant
- (18:38) - The Crystal Ball: BYOAi
27 episodes
Όλα τα επεισόδια
×
Welcome to Player FM!
Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.
Similar to Connected Knowledge from Upland Software
The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
…
continue reading
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
Africa-focused technology, digital and innovation ecosystem insight and commentary.
…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
…
continue reading
Android Backstage, a podcast by and for Android developers. Hosted by developers from the Android engineering team, this show covers topics of interest to Android programmers, with in-depth discussions and interviews with engineers on the Android team at Google. Subscribe to Android Developers YouTube → https://goo.gle/AndroidDevs
…
continue reading
Download This Show is your weekly guide to the world of media, culture, and technology. From social media to gadgets, streaming services to privacy issues. Each week Rae Johnston and guests take a fun, deep dive into how technology is reshaping our lives.
…
continue reading
We help founders make something people want.
…
continue reading
The director’s commentary track for Daring Fireball. Long digressions on Apple, technology, design, movies, and more.
…
continue reading
On The Bike Shed, hosts Joël Quenneville and Stephanie Minn discuss development experiences and challenges at thoughtbot with Ruby, Rails, JavaScript, and whatever else is drawing their attention, admiration, or ire this week.
…
continue reading
Player FM - Podcast App
Go offline with the Player FM app!
Go offline with the Player FM app!
