SITUATION

Recognize the potential of artificial intelligence to scale effective content globally 

The large SaaS was no stranger to artificial intelligence (AI) and was already using it in some ways. The new opportunity was to leverage AI across these areas:

• More types of content.
• More stages of the content lifecycle.
• More phases of the customer experience.

So, the technology titan turned to Content Science for an outside perspective.

SOLUTION

Tailor training and consulting to assess AI readiness and develop a roadmap 

The client registered team members for a live workshop through Content Science Academy. The workshop led team members through a discussion about the current state of content, their priorities for AI, such as what problems they wanted to solve, and areas of risk. We supplemented the training with consulting through our CS Brain solution. Our team collaborated with the client to form a vision of AI-enhanced content, plans to minimize areas of risk, and form a roadmap to move from the current state to the envisioned future state.

RESULTS

Accelerate alignment to move forward in applying AI

The solution brought together leaders across customer experience content, which accelerated alignment around both the vision and the roadmap to achieve it. By factoring in both the experience with content and the operations behind it, the comprehensive vision and roadmap left no gaps that can cause delays. The client has made significant progress in executing the roadmap to realize AI’s potential for customer experience content and, at the same time, minimize its risks.