This conversation explores the career journey of Brad Shaw, CEO of Livepro, and his views on knowledge management in the age of AI.
Brad explains why AI needs accurate, well-managed information to produce reliable answers. He highlights the risks of using crowdsourced content and stresses the importance of having a single trusted knowledge base across all channels.
Brad also shares how organizations can keep their knowledge up to date by using feedback, analytics, and regular reviews. He discusses how AI may help with future updates, but human oversight will still be essential. He ends with simple advice for CX leaders: keep your knowledge organized, approved, and always up to date!
[02:55] Brad's Career Journey
[06:34] The Importance of Knowledge Management in AI
[10:06] Challenges and Misconceptions in AI and Knowledge Management
[15:24] Applications of AI-Ready Knowledge Bases
[20:48] Keeping Knowledge Bases Up to Date
[32:11] Future of Knowledge Management and AI
[38:30] Advice for CX Leaders
[39:57] Contact Information
Connect with Brad:
LinkedIn: linkedin.com/in/brad-shaw
Email: brad.shaw@livepro.com
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