A day in the life of a support knowledge manager
In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager at Intercom, about the role of a knowledge manager in an AI-driven customer service landscape. Beth shares her journey from being a product marketing manager to becoming a knowledge manager and discusses the daily responsibilities of her role. She explains how AI has reshaped the knowledge management role and the insights she gathers from AI tools to improve the knowledge base. Beth also discusses the future of knowledge management in an AI-driven environment and offers advice for those looking to pursue a career in this field.
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🗂️ Chapters
00:00 Introduction and Background
02:26 The Role of a Knowledge Manager
08:59 The Impact of AI on Knowledge Management
15:17 The Future of Knowledge Management
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