APPLYING AI IN YOUR ORGANIZATION

Everyone aspires to automate with AI. It sounds great, but how do you actually do it? We have developed a methodology to guide you through the process. Here is how it works:

  1. Map the customer journey and identify what is working well and what can be improved.
  2. Design the desired situation with continuity and productivity as the key focal points.
  3. Identify the data, information, knowledge, and content needed at each touchpoint to assist the customer effectively in one go.
  4. Identify the following: Which activities are avoidable? When do you communicate proactively? What can you automate? What can you digitize? When do you engage personally with the customer?
  5. Develop a plan for establishing the knowledge management foundation and the role of AI.
  6. Structure the organization with the appropriate roles and processes.
  7. Choose the required technology solutions.
  8. Create a plan for its implementation.
IdentifY:

Which
activities are avoidable?

When do you communicate proactively?

What can you automate?

What can you digitize?

When do you engage personally?

WHAT CAB AI DO FOR YOU?

The possibilities of generative AI are the future of knowledge management. GenAI makes life easier for employees, customers, and everyone involved in the knowledge management process.
For example, AI can:

Identify what is happening with your customers:

By analyzing interactions with customers, AI can automatically determine which topics or questions frequently arise. This helps organizations better understand the information needs of their customers and identify knowledge gaps.

Detect missing knowledge:

AI can recognize patterns in conversations or documents and uncover areas where knowledge is lacking or outdated. This prevents knowledge gaps in documentation and helps improve the overall knowledge base.

Provide insight into duplicate content:

In larger knowledge databases, we often see the emergence of duplicate or inconsistent information. AI helps identify and eliminate redundant knowledge, making the knowledge base more efficient and consistent.

Make suggestions for new articles:

AI can analyze trends and frequently asked questions, proactively suggesting new knowledge articles. This helps knowledge managers keep the knowledge base continuously updated with relevant content, without the need for extensive manual research.

Create knowledge:

By using existing information and data, AI can independently generate new knowledge, such as summaries, instructions, or manuals. This saves time and increases the productivity of knowledge workers.

Validate knowledge:

AI can automatically verify the accuracy and consistency of knowledge by comparing new information with the existing knowledge base. This ensures that all information remains up-to-date and correct, increasing the reliability of the knowledge base. AI can also ensure that all knowledge complies with the rules in your style guide.

Modify knowledge:

When new insights or changes are needed, AI can help quickly and efficiently revise and update existing knowledge. This ensures that knowledge remains flexible and can be immediately adjusted to changing circumstances, keeping it aligned with the needs of users.

Translate knowledge:

AI can directly translate knowledge into multiple languages, allowing organizations to provide worldwide access to up-to-date and accurate information in several languages. This supports a wide audience and enhances access to knowledge at an international level.

Summarize knowledge:

Large amounts of information can be summarized by AI, helping to quickly transform lengthy documents or conversations into concise and understandable texts. This improves findability and makes the knowledge more readily usable.

Help with structuring:

AI can assist in structuring the knowledge base by logically categorizing information and creating connections between different topics. This makes it easier to find and manage the right knowledge.

Support knowledge management:

AI can provide signals to employees responsible for knowledge management, letting them know when to work on the content. This ensures that the knowledge remains up-to-date, usable, and findable

Save time:

By using AI for knowledge management tasks such as translation, summarization, and validation, you save time and accelerate processes. This allows knowledge workers to focus on strategic tasks instead of repetitive manual work.

Improve customer service:

AI can analyze customer conversations and makes the necessary knowledge readily available to answer customer questions  more efficiently. This allows the customer service representative to respond immediately to the customer’s needs. As a result, customer satisfaction increases, and solutions are offered much faster.

In the context of knowledge management, generative AI offers a wide range of applications that improve both the efficiency and quality of knowledge management and usage. It makes knowledge more accessible, ensures faster information flow, and improves customer interactions by providing direct access to relevant and up-to-date knowledge.

Would you like specific examples or further clarification of any of these applications?

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