As AI accelerates customer expectations and the speed of service, contact centers are under growing pressure to keep up. Fragmented, outdated knowledge systems and even modern knowledge management systems that lack real‑time intelligence - slow agents, confuse AI, and make consistent service nearly impossible. Yet most organizations aren’t ready for a full knowledge overhaul.

In this session, top speakers from North America’s leading brands will reveal how they’re navigating the rise of AI and automation, enabling their frontline workforce, and building operational agility by activating the intelligence they already have. They’ll share practical ways to boost speed, accuracy, and consistency using real‑time insights, including AI‑powered survey mechanisms and how these insights can enhance and strengthen existing knowledge management systems.

Key takeaways include:

• Cut through knowledge chaos using real‑time intelligence, including AI‑powered survey insights to reduce handle times, improve accuracy, and surface emerging issues, while augmenting the performance of your current knowledge management system.

• Empower agents to meet rising expectations with AI‑supported guidance that boosts confidence, accelerates onboarding, and drives consistency across every channel.

• Increase operational agility by acting instantly on customer signals, identifying gaps early, and building toward an AI‑ready, unified knowledge foundation over time - even if your existing system isn’t fully optimized.

• Prepare for AI‑driven customer service by layering adaptive, intelligent workflows onto current knowledge management systems to improve prioritization, accuracy, and long‑term scalability.

You’ll leave with a realistic, actionable roadmap for elevating speed, consistency, and scalability across your contact center—whether you're rebuilding your knowledge ecosystem, optimizing the KM systems you already have, or unlocking AI‑driven insights to empower agents in real time.