KNOWLEDGE MANAGEMENT
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE
NEW FACE OF KNOWLEDGE MANAGEMENT HOW AI , LLMS , AND VECTORIZATION HAS CHANGED KM .
BY ALAN RANGER , COGNIGY
Knowledge management ( KM ), as we ' ve known it , is swiftly becoming outdated . While its name suggests a cohesive solution , it actually encompasses two distinct functions : managing knowledge and delivering it . However , the rise of artificial intelligence ( AI ), coupled with vectorization technology , threatens to permanently decouple these components .
In the realm of contact centers , KM stands as a vital support pillar , pivotal to problem resolution . Yet traditional approaches are akin to using a typewriter in an iPhone-dominated world . With advancements in AI and large language models ( LLMs , a . k . a . Generative AI ), we are facing a new era of KM solutions and approaches .
50 CONTACT CENTER PIPELINE
Let ' s explore the current state of knowledge management : and the reasons behind a new era of KM solutions and what this means for contact centers .
TRADITIONAL KM SHORTCOMINGS
Managing Knowledge
Knowledge management encompasses a comprehensive set of activities facilitated by various software solutions . It incorporates a multitude of intricate back-end processes , including the creation , meticulous structuring , rigorous review , thorough approval , and continuous optimization of knowledge assets .
These processes are essential for guaranteeing the accuracy of knowledge resources , ensuring alignment with brand guidelines in terms of style and tone , and delivering content in a user-friendly and digestible format .
Management of information refers to the entire backend required to create , structure , review , approve , and optimize information over time . The focus on the management side is that the knowledge :
• Is current
• Is accurate
• Follows brand guidelines for style , tone of voice