This session was presented by SearchUnify as part of our KCS® Aligned and Verified Tools series.
Leveraging Agentic AI to deliver knowledge at every customer touchpoint is a future-state vision shared by many Support Organizations. But considering all Generative AI outputs are derivative in nature, the knowledge that your Customers & Support Agents need has to come from somewhere in order to prevent hallucinations.
Too many organizations are rushing to let AI tools loose on their content without paying enough attention to the quality of knowledge and the health of the processes that create and maintain it.
In this session Michelle Stumpf, Head of Knowledge Management at Celonis and Brian Corcoran, Regional Sales Manager & Global Support SME at SearchUnify unpacked the foundational elements needed to set your organization up for success before entering the Autonomous Era of Customer Support. They demonstrated how thoughtful strategy and thorough planning, supported by SearchUnify’s people and tools, have helped Celonis succeed along their AI journey.
For additional insights into the SearchUnify platform and capabilities, explore the SearchUnify ecosystem at searchunify.com.
Resources Shared
- SearchUnify Cognitive Search
- SearchUnify Knowbler
- Upcoming Consortium Public Events
- KCS Training
- Get notified about future Consortium events by signing up for the mailing list
- Connect with the Consortium on LinkedIn
Chat Highlights
- Matt Seaman | Consortium | Boston: A presentation the other day by PTC talked about their digital support model referred to “Case Interception” to highlight how they are answering questions before the need for a Case interaction. This is great since the goal is not Case Deflection.
- Amy Rood (she/her) | Chicago: Love that shift – “deflection” always felt like saying “we’re trying to fend off customers” to me.
- Sara Feldman | Consortium | Las Vegas: “Interception” also gives more value to where/how the work is being handled! (“Deflection” can imply the work just disappeared)
- Lokitha (Motorola Solutions): Curious to know if the resources already consumed by the customer in their journey before submitting a case is populated to the agent while handling the case in order to support the customer better?
- jeffrey.graff: Does SearchUnify support this capability OOTB?
- Brian Corcoran I SearchUnify I SF Bay Area, CA: Yes, we support Customer Journey tracking and pass that into the Support CRM when the case is created.
- Darcy Strong: Fantastic job Michelle and Brian! Love the fact that you have outlined actual implementation of AI tools vs. just talking about what could be done. I believe the next phase of the AI conversation will be focused on implementation and we will see the “success rate” and ROI improve greatly.