With Netflix recommendations, Google maps, Alexa, and Autocorrect at our fingertips, we are indeed in a much more convenient world than we have ever been. As natural as all these things may seem today, this is not how it has always been. Earlier, people would rely on other people for solutions to critical challenges.
Not that it isn’t true anymore, but there is undoubtedly a rapid increase in technological capabilities overtaking essential human tasks and making our lives easier. Looking at the vast potential that AI possesses today, it is safe to say that it will continue to expand its horizons in the future. Estimates show that the market size for global artificial intelligence will grow from $93.53 billion in 2021 to $997.77 billion in 2028.
Come to think of it; there is no dearth of information about things, be it the knowledge in the human mind or machines. If anything, the amount of data that organisations possess today will continue to increase and get more complex to manage as technological evolutions intensify.
In this case, you need to ensure that all your organisational knowledge is well managed so you can continue to achieve your business goals while meeting the challenges of an evolving technological world.
This means that Knowledge Management now has to go beyond merely managing knowledge to include capabilities that can derive actionable insights from the information contained in your organisation’s Knowledge base. Traditional Knowledge Management systems that store information in static databases are not enough in themselves, with the rising need for technology to ensure that knowledge remains relevant.
This is precisely where Artificial intelligence comes into the picture. It has the potential to drive through vast amounts of information in the Knowledge base and then delivers the correct information in real-time. Statistics reveal that more than 80% of companies prioritise access to AI in their business plans.
Let us look at how the power of AI can combat critical Knowledge Management challenges.
Semantic Search
Every organisation makes it a point to put every knowledge piece in place. This amounts to many content repositories in your organisational Knowledge base with information coming from different departments. However, while dealing with customers in a contact center setting, if the support agents have to visit multiple systems to find the solutions, they lose out on time which is of utmost importance.
Search should therefore be simple and yield intelligent results. The AI-powered Knowledge base software utilises semantic search features that understand the search’s meaning and intent to deliver the right knowledge in real-time. The information in the Knowledge base becomes readily available to users with systems like natural language processing without humans needing to do the work of classification.
In this way, AI enables a one-stop search feature that understands the meaning as humans would and gathers information accordingly from different systems from the backend.
Employees, therefore, need not know the exact content taxonomy of your organisation or look for experts’ guidance for the information they need. Quick keyword research capabilities empower them to find relevant information with ease.
The meta tags embedded with Knowledge base modules further improve the findability of information. Having an AI-backed knowledge base acts as a single source of truth that enhances employee productivity, customer support services, and operational efficiencies.
Data Integrations
Knowledge alone and in itself cannot resolve all your organisational challenges, especially those that require prompt decision-making abilities. It is, therefore, crucial that knowledge is accessible at the right time in a suitable format.
Data Integrations enabled by AI source customer information from Customer Relationship Management (CRM) platforms which provides insight into customers’ history, preferences, and previous challenges. KM tools like Cognitive Decision Trees can utilise this customer context to speed up the troubleshooting process.
When customer service representatives have this customer background, they need not ask customers to repeat their problems. This leads to faster resolutions and improves customer satisfaction with your brand.
AI brings Augmented Reality (AR) to help your agents co-browse through customer devices and provide support through every level of their journey. Real-time decisions can thus be made without forwarding customer calls to experts. Lesser the average handle time (AHT), the better the agent experiences and happy customers.
Micro segmented analytics
Managing the Knowledge base for any organisation can be a tedious task. The content creators face multiple challenges as knowledge is quick to become obsolete. Probing every knowledge piece for its validity is essential, and hence the need for content visibility increases.
AI-driven micro-segmented analytics provide enterprise-wide visibility of content and track the usage of every knowledge piece. Based on user search, AI can even detect knowledge gaps that exist, helping Subject Matter Experts (SMEs) and content creators update the knowledge base accordingly. As the data on employee engagement with the knowledge base becomes visible, employee training can also be amplified through the Learning Management Systems.
Adding AI in the enterprise knowledge management system thus provides the enterprise-wide content visibility that keeps the Knowledge base updated and accurate, combatting a crucial Knowledge management challenge.
Intelligent Virtual Assistants
Every enterprise strives for happy customers, which drives business growth. Even all the human resources combined alone cannot ensure round-the-clock availability for customers. This is precisely where AI overtakes.
Intelligent virtual assistants can understand human language and speech and act as proxies for your customer support agents. These virtual assistants can collect the right information from the Knowledge base and communicate it logically and reasonably to your customers.
Over 60% of internet users think 24/7 service availability is the best feature of chatbots. Employing AI chatbots can significantly improve your CX strategy by enhancing your self-service support capabilities.
AI chatbots allow customers to communicate with your business through multiple digital channels, thus strengthening omnichannel business presence. Providing consistent knowledge across all communication channels drives customer engagement and loyalty for your brand, a key indicator of an efficient Knowledge Management system for customer service.
Conclusion
AI principles like Machine Learning and Augmented Reality are determined to improve experiences and engagement by serving relevant, updated, and well-managed knowledge to the world. Knowledge Management is certainly a tedious task, but AI can cut through all the obstacles that your business might be facing and help you to future-proof your knowledge to make it actionable and useful for your company’s growth strategy.
Author Bio
Sowmya is a content developer & digital media strategist at Knowmax, a knowledge management solution that helps enterprises in increasing their customer service agents’ productivity & increase their organisation’s CX score.