
EXPERTISE
Years of experience in knowledge management and AI.
A 9+ Organization with Knowledge Management
Anyone working in the world of customer service is familiar with the challenge of effective knowledge management: how do you gather and manage critical information so that both employees and customers can quickly and easily find and apply it?
The arrival of artificial intelligence (AI) is taking knowledge management to a new level, and vice versa. The goal? To make life easier for employees, knowledge managers, and ultimately the customer. To deliver a 9+ experience while simplifying some of the work or letting AI take it over.
This brings new challenges. You can’t just let AI loose on your knowledge base and organization and then leave it unchecked. That often ends poorly because there’s a risk of AI inventing something or presenting incorrect information. Naturally, your employees don’t want to deal with that. To prevent such issues, you need a solid foundation—a framework for AI to build upon. This requires a clear strategy, a well-functioning knowledge organization with new roles, suitable technology, and, last but not least, findable and accurate content.
Does it Include AI?
We’re often asked whether our services include AI. Many companies want to use AI but don’t know exactly how. As a result, they start experimenting—often achieving short-term successes that are not sustainable, forcing them to start over. You can avoid this by first thinking carefully about what you want to achieve with knowledge management combined with AI. What are your goals? What is the current situation? How mature is the organization? Do you have the right people on board? The latter is just as crucial for success as choosing the right technology. And with technology evolving rapidly, there’s a high demand for experts with the right experience. The tight labor market makes it harder for companies to fill these critical roles (source: McKinsey & Company).
Artificial Intelligence Can’t Work Without Knowledge Management
If your knowledge management foundation is solid, AI will perform better. In turn, AI will improve the knowledge base, bringing you closer to the ideal situation. You could say that neither can function effectively without the other. At TKC, we approach this from the outside in. We start with the customer’s question. We then add answers and work instructions so employees can assist customers quickly and accurately while performing follow-up actions correctly. Once this process runs smoothly, you can gradually remove employees from certain tasks and let AI take over.
Why TKC?
At TKC, we closely follow developments in AI and help our clients prepare their knowledge organizations for its use, enabling them to leverage its advantages.
We assist you in applying knowledge management throughout the customer journey, resulting in an optimal customer experience. We have developed a proven methodology for this. Our team includes knowledge management specialists, content specialists, technical consultants, and communication consultants who can fully support you at every step of the process. We assist with your ambitions and objectives, customer inquiry analysis, realistic planning, and content creation. We also ensure that your content is always up-to-date by setting up the knowledge organization and training and coaching those responsible for it. Additionally, we ensure that your knowledge management system facilitates the entire process, completing the cycle.
Need Help? Want to Learn More About Our Services?
Would you like to discuss applying AI in your organization? Feel free to contact us—we’d be delighted to help!
Years of experience in knowledge management and AI.
Our approach works and will continue to work.
From discovery to implementation, we take care of everything.
Bij TKC digital helpen we bedrijven om hun klanten de service te bieden die ze verdienen. Door te luisteren naar klanten en de juiste tools en structuren te gebruiken, verhogen we klantloyaliteit en omzet, terwijl we de kosten verlagen. We maken kennismanagement leuk en effectief, en vereenvoudigen processen voor een betere klantervaring. Onze specialisaties omvatten strategie, kennismanagement, sociale media, en klantbeleving. TKC digital is een Tele'Train Talent Company en een bekroonde Oracle Service Cloud partner.
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Brink 10
3741 AL Baarn
Nederland
T: algemeen: 088-0600900
T: service: 088-0600999
E: info@tkcdigital.com