Consortium for Service Innovation's Team Meeting: The Intersection of ML-LLM-AI and KCS

This past week, I had the opportunity to get together with my incredible colleague Lynette Ledoux and an amazing bunch of folks at the Consortium for Service Innovation for Service Innovation’s Team Meeting, ‘The Intersection of ML-LLM-AI and KCS.’ It was an enlightening exploration into the cutting-edge world of GenAI and Knowledge-centered Service. We put tech and knowledge in a blender, it was messy at first, but the conversations were mind-blowingly delicious by the end of it!

We unpacked the wonders of supervised learning – it's like teaching a computer to ride a bike, but way cooler! Then, we dived into the rabbit hole of generative AI, where machines get creative and solve problems like virtual superheroes.

In case you missed the session, here is a glimpse of what it entailed:
- New vs Known Analysis - Ever felt like drowning in a sea of information (read, support cases)? We explored the role of GenAI in understanding the areas that contribute most to the volume of logged cases.
- Solve Loop Secrets - We spilled the beans on the magic of GenAI behind relevant content generation, the quest for the Holy Grail of findability, and the mystical art of recommending content categorization. It's not just a loop; it was a content wizardry masterclass!
- Evolve Loop Revelations - Cue the drumroll for GenAI’s backstage pass to leadership & communication, the acrobatics of performance assessment, and the heart-pounding ML beats of content health assessment.
- Duplicacy Flagging Carnival - Step right up, ladies and gentlemen! We learned the art of ensuring your writers never accidentally join the copy-paste party. It was the ultimate tightrope walk of content creation!

This journey of discovery has only just begun! I’ll be sharing deeper insights in my follow-up post. Stay tuned!