Meetups
Join us for a discussion
One Thursday a month at 8:00 am Pacific, we host a 60 minute session for Knowledge Management customers to present and discuss topics that interest them. Previous topics have included translation, accessibility, chatbots, content strategy, and KCS.
If you would like to join your peers during one of these Meetups, you can sign up using the Lu.ma calendar.
Check out all meetup recordings in our exclusive Community Video Hub: CXone Mpower Expert Community Video Hub | NiCE
Please add support@lu.ma and noreply@luma-mail.com to your contact list to prevent these emails from going to your spam folder.
The most recent meetup was:
December 11: Scaling Knowledge with Expert: How Liaison Personalizes Content for Every User
Speakers: Stephen Naso, Senior Director of Education & Knowledge, and Katherine Wedgewood, Senior Knowledge Strategist at Liaison
Overview of Liaison:
-
- Specializes in higher education admissions and enrollment software.
- Processes ~4 million applications annually across 1,500 institutions.
- Key concept: Centralized Application Services (CAS) for professions like nursing, veterinary medicine, physical therapy.
- Liaison’s Expert site:
- 105 public-facing help centers, 30,000+ articles.
- Single source of truth for UI labels, email templates, chatbot, and videos.
- Metrics:
- ~6M sessions annually.
- 89% self-service utilization.
- Shift from content creation to maintenance (ratio: 8.3 updates per new article).
Personalization Techniques
- Content Reuse & Global Variables:
- 90% of CAS content is consistent; 10% customized.
- Uses global variables for unique details (e.g., email, phone).
- Repository approach for efficient updates across 80+ help centers.
- Branding & Conditional Headers:
- Custom logos and colors per CAS using conditional templates.
- Recent redesign with Hawthorne platform for modern UI.
- Faceted Search:
- Keeps users within their product-specific help center for relevant results.
Generative Search Rollout
- Launched Quick Summary (Gen Search) to all users last week.
- Benefits:
- Improved reporting via search completion data.
- Ability to filter by product category for insights.
- Challenges:
- Users learning to phrase queries effectively.
- Positive outcome: Identified opportunities for better tagging and phrasing.
- Renaming Gen Search to “Quick Summary” eased concerns about AI in higher ed.
- Flexibility to customize instructions and naming helped adoption.
Chatbot Integration
- Chatbot “Cassie” pulls content directly from Expert.
- Includes:
- Links to help center articles.
- Escalation workflow to live support if needed.
- Strict policy: Only connects to Liaison-managed content for accuracy.
Q&A Highlights
- Heather Tipton asks about custom logos:
- Stephen Naso explains use of conditional headers and Deki script.
- Katherine Wedgewood mentions media repository for logos.
- Matt Adlai-Gail asks about chatbot API and personalization:
- Stephen Naso confirms current custom build, plans for API upgrade.
- Discusses strict content inclusion policy and evolution of team roles.
Helpful Meetup links
- View upcoming Meetups
- How to Sign up for a Customer Meetup
- Find all meetup recordings here: CXone Mpower Expert Community Video Hub | NiCE