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Steve Pappas

Steve Pappas

Steve Pappas is Head of Innovation at eGain, an AI, knowledge management and customer experience (CX) leader known as the CX Connoisseur and author of SIMPLE CX.

Aug 27, 2026

5:05
An AI gives you an answer, and it's wrong, but you believe it anyways because it sounds so confident, just like all the answers that the AI gave you that were right, right? So what is that, and how does it happen?
5:22
Well, there's a couple of things here to really unpack.
5:26
AI wants to please.
5:30
And I've interviewed AI in many different ways as to how it wants to operate.
5:36
AI wants to give an answer no matter what.
5:40
So to that end, it's going to give an answer, whether it generates an answer or it can draw an answer from a trusted source.
5:49
It's going to give an answer.

7 MINS LATER

12:25
Is that the only problem here? Is that the whole thing? Is knowledge drift just a matter of a human forgetting to hit update or a system that's not working properly so that the AI is up to date? Or is there more structurally to it that is sitting underneath?
19:33
There's a plethora of, what's that experience like? And can you kind of give a high level overview of that process?
19:39
So, yeah.
19:40
So as I was building out all of those businesses we talked about a little bit earlier, there was even technology companies.
19:47
I had started my own airline company.
19:50
Why would anybody start an airline? I started a charter airline because I recognized that there wasn't enough inventory in certain markets during the holidays.
20:04
So I said, all right, well, during the Christmas holidays, a lot of folks want to go back and visit family.
20:10
But there are people there that want to come back.
23:35
And then particularly when it comes to educational tools, those are things that are really large sectors where AI is very, if you have the right angle or the business acumen, those are going to be the ones I think are going to be successful.

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