Date: May 13th, 2026

Time: 11 am-12 pm EST

The opportunity is real. So is the risk.

Contact centers are one of the highest-value use cases for AI. The potential to improve customer experience, reduce operating costs, and support frontline teams is significant, and organizations are under pressure to move fast.

But moving fast without solid foundations is where reputations get damaged.

Most contact centers currently lack the Knowledge Management (KM) maturity level needed to deploy AI safely. And in regulated environments like banking, insurance, utilities, and government, the consequences of getting that wrong aren’t just operational. These missteps result in regulatory violations, financial penalties, and compromised integrity.

What we will cover 

In Part 1 of this series we established that poor knowledge hygiene is now a board-level risk. In Part 2, we go deeper by asking what KM maturity actually look like, where are most organizations sitting today, and what do you need to have in place before AI can work safely at scale?

During this webinar, we’ll walk through a plain-language KM maturity model to help you identify your organization’s current standing. We’ll also clearly define what “threshold capability” actually means (hint: it’s the minimum viable foundation for safe AI deployment in a regulated contact center).

This isn’t a theoretical framework. It’s a practical diagnostic for leaders who need to move their digital transformation forward without moving recklessly.

What you’ll learn

Join us to discover how enterprise teams utilize AI-powered knowledge to improve employee productivity, strengthen governance, and deliver faster resolutions. You’ll leave this session with:

• A clear picture of the KM maturity stages and where most regulated organizations sit today.
• The honest diagnostic questions to ask about your own environment.
• A specific definition of what “AI-ready” actually requires. Not perfection, but the non-negotiables.
• A prioritized view of what to tackle first to close the gap.