How AI is Changing Knowledge Management (and How Not to Get Left Behind)

October, 17 2017

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AI enhanced brain

Knowledge management solutions have failed to live up their potential as major enterprise resources for decades, but artificial intelligence can finally make your average, everyday knowledge base into the killer app that every company desperately needs.

Knowledge management solutions come in all shapes and sizes - from wikis to shared document drives to massive relational databases - but they all suffer from three recurring problems:

  1. The information you need is hidden in the knowledge base
  2. The information you need is missing from the knowledge base
  3. The information you need is incorrect in the knowledge base

When information is hidden in the knowledge base, we mean that content has been entered into your knowledge base but it isn’t annotated (or labeled) properly. Knowledge bases that aren’t powered by AI present this issue constantly: content isn't automatically recommended or easily found.

The crux of this problem exists because your knowledge base isn’t AI-ready. This means machines cannot identify what information is relevant to whom. So, even if certain knowledge is relevant to an employee or team, they are not aware of it because the knowledge base doesn’t possess contextual awareness.

An AI-enhanced knowledge management system can make your data easily accessible through annotation, or noting what articles of content are relevant in specific situations. As you enter knowledge, AI automatically improves the tagging, breadcrumbing, and search-indexing of your knowledge base content. Every time a section in your knowledge base is labeled appropriately, AI knows who that section applies to and in what context.

AI also helps businesses identify gaps or missing content within your knowledge base. If a new product feature is introduced to customers, internal teams like Marketing or Sales Enablement need to be aware of that. In addition to annotating the new information about recent product enhancements, intelligent knowledge bases can create new articles or entries based on those content updates. Important information is never missing from a knowledge base supported by AI.

This leads to the third, and perhaps most important, function of an artificially intelligent knowledge base: avoiding wiki-rot. When your company introduces a new product, service, process, or pricing scheme, adding that information to your knowledge base is standard practice. However, when those same items undergo minor – or, in the age of agile development, constant – updates, many of these changes aren't added to your knowledge management records.

If your team constantly must correct or adjust the information they retrieve from a knowledge base before they pass it on - like a note in an email that "the screenshots are out of date, but you still can see where the submit button is" - the AI agent can recognize that and flag the knowledge base article for updates.

With the help of an AI agent, your knowledge management system is easier to populate, navigate, and keep up-to-date than ever before. And with a knowledge base that's always current and easy to search, you can finally make your knowledge management solution into a strategic advantage for your organization.

Don't get left behind, try Talla for Knowledge Management today.

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