Precision RAG, Smarter Portals, and the Future of Knowledge Ops

Wednesday, January 14, 2026

11am PST • 2pm EST

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AI-powered support isn’t just about answering questions faster. It’s about answering them better.

Customers expect accurate, contextual answers they can trust in every interaction, whether they’re using self-service portals or working directly with agents.

In this session, Chris Romrell from NICE shares how his team redefined their knowledge strategy with Precision Retrieval-Augmented Generation (RAG) and a next-gen self-service portal. By addressing challenges like duplication, governance, and user trust, they delivered reliable, context-rich answers at scale—improving outcomes for both customers and agents.

We’ll also go behind the scenes with Resolve SX to explore how the Knowledge Agent powers this new era of AI-driven support.

You’ll see how it adds structure to unstructured data, enforces governance guardrails, and serves up responses that your customers can actually rely on.

What You’ll Learn:

Are you a..?

Then this is for you! If you’re exploring AI for support, this session will give you a blueprint for deploying AI knowledge systems that work not only for customers but also for the agents and leaders who rely on them every day.