Liaison International

Nomination Details

The Liaison Education & Knowledge team has focused this past year on improving our existing NiCE KM site to leverage newer AI capabilities within NiCE KM and across our other integrations.

In the past year, we have:

• Reviewed our KM site content's hierarchy and page layouts and made adjustments where necessary to ensure information was grouped appropriately and content funnels through the LLM correctly.
• Added page summaries to all categories, guides, and articles so that they can feed into the NiCE KM's GenSearch algorithm. We used NiCE KM's AI tools to quickly and efficiently create summaries for us.
• Monitored and reviewed GenSearch results monthly to make improvements across the site and incorporate customer queries and search terms.
• Upgraded Ada, our chatbot, from a version that provided fixed, scripted answers and article links to a generative version that understands intent and provides tailored responses with article content directly inline. This creates faster, more engaging, and more scalable support for a wide range of questions. Structuring NiCE KM content correctly helped KM articles integrate seamlessly into Ada's conversations.

Team

• Stephen Naso, Sr. Director of Education & Knowledge
• Katie Wedgewood, Sr. Knowledge Strategist
• Sarah Welch, Education & Knowledge Consultant
• Ardan Sharp, Documentation Manager