Gen AI helps KM

Gen AI accelerates each step of the KM lifecycle on a modern knowledge platform.

  • Discover: Identifying likely questions is the first, often-ignored, step to an effective knowledge base. Gen AI can extract questions from interaction history using best-practice, contextualized prompts in the knowledge platform.
  • Create/curate: Gen AI can draft knowledge content, using long-form, complex documents, and other enterprise sources. It can adjust content for brand voice, interaction channel, and consumer persona. Finally, it can propose knowledge taxonomy based on question patterns and user profile.
  • Deliver: Enterprises have boatloads of documents with “correct” content, but they are not “consumable” by users. With an irate customer on the line, no agent wants to read a tome! Gen AI generates consumable answers, referencing multiple knowledge articles and documents.
  • Optimize: Knowledge must be measured and managed for business impact. Gen AI identifies knowledge gaps in accuracy and ease-of-use, suggesting alternatives for improvement.

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