A telecommunications company is implementing an AI-driven customer support system.

According to PMI-CPMAI’s view of AI lifecycle and value realization,data and knowledge currencyare essential to maintaining accuracy, usefulness, and user trust in AI-driven customer support systems. For a telecommunications company, customer queries, products, plans, and policies change frequently. If the AI system relies on outdated or incomplete information, its responses will quickly become inaccurate or unhelpful, even if the underlying model is technically sound.

PMI-CPMAI emphasizescontinuous feedback loops and iterative improvement: real-world interactions should be monitored, and insights from those interactions must feed back into updating training data, rules, and knowledge artifacts.Regularly updating the AI system’s knowledge base with the latest information and feedback from customer interactionsdirectly supports these principles. It ensures that the AI reflects current offerings, known issues, resolved cases, and emerging customer needs. Customer satisfaction surveys and staff training are supportive measures but are too infrequent and indirect to guarantee response quality. A parallel static rule-based system does not address the need for current knowledge and can create inconsistency. Thus, the most effective method to ensure accurate and helpful responses isongoing updates of the AI knowledge base informed by real customer feedback and new information.