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California-based eGain, a company that specializes in AI-based KM tools for customer-facing organizations, was a lead sponsor of APQC’s 2024 conference. After the conference, eGain's founder and CEO Ashutosh (Ashu) Roy sat down with APQC’s Lynda Braksiek to discuss the potential for generative AI to transform KM practices. Integrating generative AI technology into organizational knowledge management (KM) focuses on the human concept of trust. Professionals in this field find it difficult to trust AI due to its opaque nature, which hinders its potential for automation.
