Can AI Help CIOs Make Knowledge Management System More Impactful?

By CIOReview | Thursday, October 10, 2019

The current knowledge management system helps the employees in an organization to share, access, and update an organization's knowledge and information. Integrating AI in KM solutions can help the employees search efficiently, and make use of relevant information, get instant answers to their queries as well as accelerate the response time to clients.

FREMONT, CA: In the current market, enterprises are facing challenges of low adoption and limited capabilities of present offerings, like intranets or wikis. Hence, it has become crucial for them to integrate knowledge management (KM) solutions for capturing, storing, and retaining knowledge for their employees.

KM helps in boosting productivity, minimizing risk, and creating a competitive advantage. It also helps businesses in making better and faster decisions.

All these benefits look excellent in theory, but in practice, these systems lack natural language capabilities, intelligent search, and frequently have outdated materials. However, by integrating artificial intelligence (AI) to KM can drastically lessen the amount of oversight needed to handle the program.

Here's a look at the four key benefits of AI in KM.

1. AI streamlines the discovery of knowledge

An impactful KM program equips the employees with unique tools that require to engage in four key KM practices, i.e., sharing, capturing, discovering, and retaining knowledge.

Earlier, many tools were developed to simplify the two practices, which is capturing and sharing knowledge. Technological advances provided the workers with many techniques to put their knowledge into a shareable and searchable source.

However, the process of capturing and sharing knowledge gave birth to a new problem. The discovery of knowledge became more sophisticated, with an increased amount of captured and shared knowledge.

AI resolved this problem by using latest technologies like semantic search, natural language processing, and machine learning, thereby making it simpler for the employees to find the knowledge they are searching for in a quick and easy way.

a. Natural language processing and semantic search eradicate the requirement for Boolean search, intricate hierarchies, and granular tagging and classification. It enables the employees to find the knowledge base by using natural language. After that, it makes inferences and provides results as per the search terms, synonyms, and implied contexts.

b. Machine learning supervises both the terms as well as the user behaviors over time to know what workers are searching for. Machine learning analyzes and predicts what employees search for based on the knowledge that helped other workers having similar queries earlier.

Most importantly, AI offers instinctive search capabilities to the knowledge bases, which makes it easier for the employees to explore the knowledge they require at the moment; thereby assisting them in rediscovering the value of the company's KM program.

2. AI helps in keeping the knowledge base content updated

AI also helps in dealing with the other problematic KM process, which is knowledge maintenance.

It is very important to update the outdated knowledge stored in the knowledge base. Keeping obsolete information in the knowledge base can prove to be detrimental to the KM program. The likelihood of employees making errors increases, which results in them not using the system altogether as they lose their trust in it.

AI has solved this problem by assisting the companies in maintaining their knowledge base and keeping it updated.

AI that uses machine learning also enables the employees to search for more upgraded information. On noticing a specific result performing miserably, it stops sending people that particular information and sends an updated one, which can satisfy user intent.

3. AI links data from disparate sources

Another major KM obstacle faced by the companies is the irregularity of the workers to capture and share information in a similar way:

• HR makes use of a secured intranet portal
• Product teams make use of project management tools
• Sales representatives handle their knowledge in a CRM tool
• Support teams capture and share knowledge in a system of ticketing

This creates a knowledge discovery issue, where workers don't know where to find the knowledge they require.

AI-powered tools assist in connecting and blending the knowledge across various systems, thus giving all the workers access to knowledge no matter where they live.

The fusion of AI's capability to rapidly search through massive libraries and its ability to predict what users are looking for makes it a powerful tool for solving some of the most significant knowledge discovery issues that enterprises have faced in the past.

4. AI tools offer essential KM metrics

It is very challenging for the companies to prove that their KM program is providing all its promised advantages.

An AI-powered KM tool enables the company to keep a check on metrics that display the accurate, definitive impact that the KM program has on productivity and operational costs.

Usage of AI and cognitive computing for KM

Artificial intelligence and machine learning are more than just two mere terms used to make new KM tools sound unique and exciting. These technologies are making a significant impact on the field of KM.

Thus, modern AI is assisting the teams in discovering, exploring, and maintaining business knowledge more effectively. In addition, it enables the companies to produce more authentic reports on the cost and productivity benefits of the company's KM program. On this front, the integration of AI into KM systems can largely aid companies to upscale operational processes and stay ahead of their competition.