Knowledge management is the heart of everything we do in the CX realm. It provides consistent messaging from every channel. Agents have access to answers from a system that will deliver the best customer experience. The KMS will also power AI chatbots and self servicing channels as well. It helps us deliver an effortless experience and increase loyalty for our customer base.

The true success of our digital transformation and Lighthouse implementation is not about agents reaching AHT goals more quickly or lower error rate numbers announced on a bulletin board; it is about how those numbers impact our customers and their patients.