Through interviews with subject-matter experts, this Harvard Business Review Analytic Services report will help guide contact center executives as they augment their operations with gen AI systems and apply knowledge management processes and practices to ensure those gen AI systems are fueled by the most relevant, organized, and accessible data. The report will describe the benefits, requirements, risks, and best practices that those executives should take into account to let gen AI provide self-service and assisted service to improve contact center efficiency and provide an improved experience not only for customers but also for customer service agents.