Many AI deployments in customer experience are underperforming not due to the AI model itself, but due to underlying knowledge foundation issues. Merlin Bise, CTO of Inbenta, advises organizations to focus on structuring content for machine readability, consolidating knowledge stores to avoid duplication, and empowering subject matter experts to directly update answers. These foundational fixes, which can now be automated and completed in weeks rather than months, are significantly more cost-effective than replacing the entire AI platform. AI
IMPACT Focusing on data quality and knowledge management can improve existing AI systems, reducing the need for costly platform replacements.
RANK_REASON Opinion piece by an industry executive on AI deployment best practices.
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