December 2025

December 11: Scaling Knowledge with NiCE KM: 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 NiCE KM 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).

• 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.

• 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 “Cassie” pulls content directly from NiCE KM.

• Includes:

• Links to help center articles.

• Escalation workflow to live support if needed.

• Strict policy: Only connects to Liaison-managed content for accuracy.

• 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.