The Benefits of AI to Knowledge Management
The fourth industrial revolution is here.
The possibilities of artificial intelligence (AI) and how people can benefit from these technologies are mind-boggling. Just as the second industrial revolution electrified the world, the fourth industrial revolution brings us the thrill of ‘cognification.’
Cognification is the transformation of ordinary processes or objects into their smart counterparts, using data and AI.
When investigating the current data and insight-driven world, it is interesting to see how AI and knowledge management merge to offer better solutions.
The Link Between AI and Knowledge Management
Emerging technologies are transforming AI from a potential game-changer to an innovation powerhouse. This innovation transcends into the knowledge management niche, too. The key to understanding the connection between knowledge management and AI is to find out what each of them offers the world.
What is Knowledge Management?
The goal of knowledge management is to connect the right information to the right people at the right time, in order to promote productivity and improve decision-making. For this to work, staff dedicate their time to the identification, organization, storage, and dissemination of information within an organization.
A knowledge management system harnesses an organization’s collective knowledge for better operational efficiencies. Such systems provide a centralized place for information storage and ready access.
What is Artificial Intelligence?
The term refers to human-like intelligence exhibited by a robot, computer, or other machines. AI learns from experience and examples, recognizes objects, understands and responds to language, can make decisions, and even solve problems.
The widespread availability of computers that process data faster and more accurately than humans is driving AI development. Today, AI gives directions when you ask and completes words as you type them.
Advantages of Adding AI to Your Knowledge Management System
AI offers a welcome way to automate tasks involved in knowledge management. Thanks to cloud platforms such as IBM, Google, and Microsoft, AI can be infused with knowledge management programs at a low cost.
AI and knowledge management are closely related because they are both concerned with knowledge. But while AI offers machines the ability to learn, knowledge management allows for understanding the knowledge better. Together, they expand knowledge beyond what is apparent and immediate.
So, how does artificial intelligence help knowledge management?
Automation of Routine Tasks
Many organizations have piles of project records and documentation that no ordinary bot can hope to sift through. AI helps automate low-value routine categorization and analysis tasks, such as harvesting data or the organization and delivery of relevant content. Another example of back-end knowledge management automation is auto-classification by assigning metadata to records.
Solutions such as Verint Knowledge Management have Natural Language Processing (NLP) functionality. This enables a computer to understand the search terms you type into the system without using pre-coded rules.
AI integration also helps clean up your content repository by flagging documents and data that need retagging, updating, or archiving. For organizations, the system is better and less expensive than hiring people to complete such high-volume, routine tasks.
Automates Knowledge Auditing and Predicting
Content management systems collate, tag, and make available relevant content for use by employees. The process may also include knowledge audits to close gaps. A manual version involves several knowledge management team members focusing on the delivery of a well-structured knowledge base, and not much focus on the identification of knowledge gaps.
AI in the system helps you develop content management systems that are aware of what is available in terms of data, knowledge, and information. The system can assess knowledge gaps through self-auditing.
Most employees work through applications. The applications are utilized for assigning work, status tracking, offering suggestions, coordinating with other employees, and much more. The entire process generates a sizable amount of data.
This means you can know exactly what each employee is working on, the task’s complexity, and if the individual has worked on something similar before. These kinds of information and data are critical for predicting the type of support your employee requires in terms of information or knowledge, and push it through channels such as email.
Enhances the User Experience
Your employees expect the same fast digital consumer experience in the office as they are used to at home. Work activities create a digital trail of breadcrumbs every time you compose documents and reports, send emails, search, chat, and even collaborate online.
AI knowledge management solutions can analyze the data to identify relevant topics, create summaries, point you to reusable nuggets of knowledge, and sanitize sensitive and proprietary information.
For example, Verint features a comprehensive knowledge volume so employees can answer a broad range of questions from customers fast. The system also allows better insight into a client’s previous inquiries and products. This is a tremendous benefit that ensures a significant increase in customer satisfaction.
Enables New Capabilities and Locates Hidden Potential
AI and knowledge management come together to create a powerful way of connecting with colleagues working on similar projects in other departments or locations. AI helps create intersections between problems and disciplines.
This connects people from different backgrounds so they work on the same problems, especially those who would have never found each other otherwise. The added capability helps your organization with reinventing efforts and encourages innovation.
The NLP feature in your smart knowledge management system is also pivotal for identifying hidden trends. These trends are available in employee-client interactions on call transcripts, employee discussions in community sites and business chat systems, CRM systems, and more. Pinpointing emerging knowledge requirements helps you come up with content that delivers knowledge.
Knowledge Management and Artificial Intelligence
AI is helping to address the modern challenges of a knowledge management system by ensuring content is more discoverable and easily shared. Integrating AI into your knowledge management program provides intelligent searches, increasing your overall productivity and improving content utilization.
The business world has come a long way from leafing through pages of printed materials for answers. AI is a powerful tool that continues to evolve, affecting knowledge management and your business’ success.
The future of knowledge management will become more integral over time, as lives and businesses become more complex. If you would like to learn more about AI and knowledge management systems, contact SPAR Solutions. We have been implementing these solutions for over 15 years and have the experience to help you set up a quality knowledge management strategy.