This is a great article about the problems undermining the helpfulness of AI. Here’s a quote:
“To meet the needs of the new delivery models like AI, our content needs to be active and delivered proactively. It should also be modular, coherent, self-aware and... exist[ing] in multiple states and systems at the same time.”
Speaking of KCS, Paul Jay and I have recently been certified as KCSv6 trainers by the KCS Academy. We are the only two trainers in Australia certified to deliver KCS training courses, with the course material from the Consortium for Service Innovation. Hit reply to this email to ask any questions about Knowledge Centered Service training options and what might suit your needs.