Waters Corporation

Nomination Details

Our Knowledgebase has been the foundational and perfect fuel to power our AI Assistant for service and support specialists 

Flexibility of the platform (including API framework) allowed us to develop  a near Realtime content pool for the AI Agent to create answers for our support agents 

Also allowed us to implement a content framework for governance of specific content types outside of our KCS knowledge base content.  Effectively using Cxone Expert as a Content Governance platform organizing enterprise content, applying common taxonomy and maintaining revision control. 

Organizing our content in Cxone Expert also allows us to ensure that our AI solution has the most accurate, relevant, and timely content. 

Implementing an AI solution and unifies our institutional knowledge and presents solutions to agents when and where they can be most effectively implemented has had measurable effect in service business outcomes.  With 88% of our support staff utilizing this solution on most cases they work our solution helped reduce part usage (just less than $1M), cost per case, Mean time to resolution and first time fix rate.