Translink Case: A Practical Example of KM and AI Success at OVpay
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Marc and Jamilla from Translink shared a fascinating real-world story about implementing knowledge management and AI at OVpay. In the complex world of public transport—with millions of travelers and transactions each day—effective knowledge sharing is crucial.

Translink took us through their journey, from the initial need to better organize knowledge to the successful implementation of the eGain KM system, enriched with smart AI features. Jamilla demonstrated how OVpay uses AI to deliver instant answers via the knowledge base’s search bar, helping both travelers and customer service agents quickly find the information they need.

She also showcased how AI supports content creation—for example, by simplifying technical texts and translating them. The eGain analytics functionality, she emphasized, is invaluable for monitoring knowledge base usage and continuously improving content.

Translink’s key lesson: keep emphasizing the value of knowledge management internally to build support and drive innovation. Their story was an inspiring example of how a strategic approach and the use of AI can elevate knowledge management to the next level.

AI and Knowledge Management: Concrete Steps to Success

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Leonie and Mijke, both business consultants at TKC, led an energetic workshop where participants got hands-on with AI in the context of knowledge management. After a clear introduction to key AI concepts, the group engaged in interactive exercises and discussions.

The central message was powerful: AI is a game-changer for KM—if you understand the basics and create the right conditions. The workshop focused on five essential success factors: Knowledge Quality, Accessibility, Integration, Timeliness, and Governance.

Participants shared the challenges they face in implementing AI within their own organizations, such as tech integration, resistance to change, and keeping knowledge up to date. In small groups, they explored practical solutions and exchanged valuable insights. The workshop provided both inspiration and a concrete action plan to successfully integrate AI into their KM strategy.

TKC Expertise: Content Creation in the AI Era

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Devin, content consultant at TKC, offered a clear and practical perspective on content creation in the age of AI. He busted the myth that AI can fully take over content creation and emphasized the ongoing importance of human expertise.

Using the vivid metaphor of the “content car wash,” Devin illustrated the importance of cleaning, enriching, and optimizing content before AI can be truly effective. He showed how AI can be a powerful tool in the content process—for generating first drafts, checking grammar, or spotting inconsistencies.

He shared useful tips for writing for AI, focusing on findability, clear structure, and strong context. His conclusion was clear: the future of content creation lies in collaboration between humans and machines, with AI enhancing the role of content experts.

TKC Vision: AI in the Customer Journey

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Jasper, TKC’s customer journey expert, guided participants through the application of AI in customer interactions. He introduced the concept of AI grounding as the key to successful AI implementation in customer contact.

By feeding AI models with your organization's specific knowledge, AI can deliver more personalized, relevant, and efficient service. Jasper highlighted the benefits of AI grounding: improved customer satisfaction, more efficient service, and fewer “hallucinations” from AI models.

He concluded with an overview of the essential skills needed to successfully implement AI in the customer journey, including customer journey specialists, data analysts, and prompt engineers. TKC offers deep expertise and support to help organizations through this transformation.

Wrap-Up: Toward a Smarter Future with KM and AI!

Tinky closed the successful event with an inspiring message: embrace the opportunities of AI in KM and collaborate toward a smarter future!

The energy and insights shared throughout the day lay the foundation for further innovation and growth. And as a bonus, all participants received a digital goodie bag full of inspiring materials and practical tips.

📅 Mark your calendars: the next KMM gathering will take place in October/November. The journey toward a smarter future with KM and AI continues!