ALG Vacations

Nomination Details

Our organization transitioned from a legacy knowledge base to NiCE Expert to ensure our policies and procedures could fully power NiCE’s AI capabilities. This strategic shift positioned knowledge as a foundational asset, making key information accessible, intelligent, and scalable across our Contact Center, Operations teams, and customer experiences. 

We approached this transformation through a deliberate, multi‑phase strategy. 
Phase 1opportunity focused on a lift‑and‑shift of existing content into Expert, preserving original article formats while restructuring the knowledge base to make information more intuitive and easier to navigate. This established a strong baseline and ensured continuity for colleagues during the transition. This phase of our approach allowed colleagues to adjust to the change in knowledge base before introducing a new tool, to help manage adoption.  

In Phase 2, we conducted extensive testing to understand how AI consumes, interprets, and returns knowledge content. By evaluating article structure through both an AI and colleague lens, we identified best practices that improved accuracy, relevance, and usability, creating content optimized for human understanding and AI performance alike. 

Phase 3 centered on scale and innovation. We restructured and optimized more than 800 articles in preparation for deploying NiCE Copilot to our Contact Center colleagues. This effort significantly enhanced knowledge quality, consistency, and readiness for real‑time AI assistance at the point of need. 

Today, we continue to expand on these best practices, extending knowledge sharing across Contact Center and Operations teams and experimenting with AI‑driven experiences to deliver value to our customers. Through consistent innovation, disciplined governance, and a strong partnership with NiCE, we have established a modern, and always-evolving, knowledge management ecosystem that drives efficiency, accuracy, and an elevated colleague and customer experience.