The Ticket: A day in the life of a support knowledge manager

Fred Walton, Conversation Designer at Intercom joins Beth-Ann Sher, Senior Knowledge Manager at Intercom, to discuss 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.