The eBook 5 Best Practices for Multichannel Knowledge Management in FinServ explains how financial services institutions can overcome fragmented knowledge systems to improve both customer and agent experiences. With 81% of contacts starting in self-service, disjointed content leaves customers frustrated and 45% report conflicting information from CSRs. The guide recommends unifying sources into a single AI-powered index, continuously capturing knowledge from frontline staff, and prioritizing personalization based on customer data and behavior. It also advises surfacing direct answers through Smart Snippets and regularly tuning relevance with AI rather than manual rules. These practices reduce effort, improve trust, and ensure consistent, scalable service.

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