April 2024 Meetups
April 11: Coffee Hour with Sharon - Content Strategy with LLMs
Highlights:
- Sharon Huey asked the group how they would automate part of their job, and responses included cleaning up text/transcripts, chunking information, finding duplicated content, and curating relevant information from different sources.
- On preparing content for AI, Frank Tagader emphasized the importance of accuracy and ensuring the content is understandable and digestible for the end user. Jessica Betterly noted most AI-generated content she's seen isn't quite useful yet.
- Jennifer from Splunk mentioned they are using an AI assistant to help users build queries, reducing the need for documentation. Her team also experimented with using ChatGPT to document professional services engagements.
- The group discussed challenges like the massive effort required to prepare content for AI, getting buy-in from leadership, justifying costs and benefits, and handling biases/sensitive content in the training data.
- Paula Martin proposed automating content generation from release notes as a potential use case to start with for their team.
- Key considerations included accuracy, usefulness for the audience, being culturally aware to avoid biases, and finding the right starting points that provide the most benefit for the effort.
- Amy Etheridge discussed the importance of keeping content up-to-date, organized and tailored to the intended audience when preparing for LLMs (large language models).
- Brit Van Blake mentioned using search insights reports to identify highly viewed but outdated content to prioritize for updates.
- Jessica Betterly suggested creating a content review plan/schedule to systematically go through and update content over time.
- Shawn McKeag brought up challenges with archived/expired content that legally has to be retained but shouldn't be used to train LLMs.
- The group discussed using classifications, tags or permissions to control what content LLMs can access.
- Jennifer highlighted the need to look across multiple knowledge repositories to identify true content gaps.
- Shawn McKeag raised the point that some LLM vendors may require restructuring content into specific formats they can consume.
- Paula Martin asked about using CXone Mpower Expert features like classifications or review workflows to facilitate content preparation for LLMs.
- Brit Van Blake described using search insights to find highly clicked but low-ranking results, indicating content needs improvement.
- Paula Martin mentioned using review manager workflows and aiming for consistent voice/style as another preparation step.
April 18: Customer Recognition Awards 2024
We are thrilled to announce our 2024 Expert Customer Recognition Awards Winners! These winners represent a vibrant community of knowledge champions dedicated to knowledge management excellence and customer success.
- Community Leader Award - Netsmart Technologies
- Expert Award - Nelnet Business Services
- Global Presence Award - Waters Technology Corporation
- Innovation Award - Waters Technology Corporation
- KCS Award - NetApp
- Metamorphosis Award - bswift
Cheers to our Awards Winners!!
Check out the website to view the nominees and winners submissions. Home - CXone Mpower Expert Awards Site (mindtouch.us)