4min chapter

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Conversational AI at Genesys with Harshali Desai and Mitch Mason

VUX World

CHAPTER

Content Management Systems - Knowledge Management Systems?

Is there a difference between knowledge management and content management? It is the use case. So for the genesis, the use case is self-service or agent help. We're calling it knowledge experience orchestration. And you also have to orchestrate the journey based on those experiences. At Genesis, we know it's your knowledge and you're trying to use it for different use cases.We'll try to take in that knowledge. You can also build some of it and we'll help you figure out for different kinds of use cases.

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