Knowledge Automation with Generative AI
Generative artificial intelligence (GenAI) is a catalyst for innovation in knowledge management, driving transformative experiences and operational excellence in businesses. At the same time, GenAI needs a knowledge foundation to deliver trusted answers. We see our clients experiencing a 6X increase in getting trusted answers and a 5X increase in speed of knowledge creation and curation when they leverage GenAI with a modern knowledge foundation.
What is GenAI?
Unlike other AI technologies that recognize patterns and make predictions, GenAI can create content — text, audio, video, and more — opening exciting opportunities for creativity, productivity, and operational excellence. GenAI uses large language models (LLMs) to predict and create text based on the data and content on which it has been trained.
GenAI and knowledge management: inseparable BFFs!
Many businesses are having an aha moment as they realize that knowledge management and GenAI are destined to be best friends forever (BFFs). GenAI promises to speed up the end-to-end knowledge management process, accelerate time to business value, and tear down barriers to knowledge management adoption across the enterprise, while knowledge management provides a wealth of trusted information and know-how that can be used to inform and train GenAI.
How GenAI helps knowledge management
GenAI can enhance and automate the knowledge management life cycle:
- Discover: GenAI can help scope an effective knowledge base by extracting likely questions from interaction history and using best-practice contextualized prompts in the knowledge platform.
- Create/curate: GenAI can draft knowledge content using long-form, complex documents and other enterprise sources to make it more consumable. It can tailor content for brand voice, interaction channel, and consumer persona, and suggest knowledge taxonomy based on question patterns and user profile.
- Deliver: GenAI helps find the answer needles in the content haystacks, including long-form documents with accurate but unconsumable content.
- Optimize: GenAI identifies knowledge gaps, suggesting improvements to maximize business value.
How knowledge management helps GenAI
A modern knowledge management system (KMS) — such as the eGain AI Knowledge Hub™ — helps organizations leverage GenAI with the following capabilities:
- Trusted content: Knowledge management can ensure that correct data and content are used to feed and train GenAI.
- Controls and governance: A modern knowledge hub comes with controls to determine which queries to process with GenAI and which ones not to. The knowledge manager can control GenAI’s “creativity” as the situation warrants and configure additional accuracy checks as needed.
- Closed-loop analytics: Knowledge management provides actionable insights on the use and effectiveness of GenAI.
- Process orchestration: In addition to GenAI, a modern knowledge hub leverages other AI technologies, like reasoning and machine learning (ML), as well as critical capabilities such as content management and conversational guidance. The hub orchestrates these capabilities to deliver great experiences to customers, employees, and business managers.
