Back to all posts
The ultimate guide to knowledge management in the age of AI
What is knowledge management and why is it so important?
Your customer-facing knowledge base is a classic example, but your help center articles are just the tip of the knowledge management iceberg. In fact, knowledge management involves a range of activities such as:
- Creating resources like help center articles, blog posts, internal guides, or learning materials.
- Identifying gaps in your documented information.
- Implementing systems that make it easy for team members (both humans and AI) to access and use this information when solving customer problems.
- Developing workflows to ensure that your existing materials are continuously updated.
Knowledge management is the process of creating, organizing, sharing, and maintaining knowledge in your business.
Why is knowledge management more important than ever in the age of AI?
Your knowledge base is no longer only for those intrepid customers who want to trek to your help center to self-serve – in the age of AI, it fuels everything.
That’s because your knowledge base is a crucial input for your AI-driven support experience – it’s the key to accurately answering complex customer queries, speeding up resolution and handling times, and delighting your customers.
Here are three reasons why knowledge management is on every forward-thinking support leader’s mind right now.
1. AI is only as strong as what you “feed” it
AI is only as good as the knowledge and content that it has access to. A lack of information, badly structured articles, or out-of-date documentation all prevent it from providing clear and correct answers to your customers, leading to poor customer experiences that degrade trust and fall short of their high expectations.
No large language model (LLM) knows your business like you do. ChatGPT doesn’t understand your customers’ needs, pain points, and use cases. That knowledge is unique to you and your organization, meaning you need to be the one to map it all out and feed it to AI.
Why is knowledge management more important than ever in the age of AI?
Your knowledge base is no longer only for those intrepid customers who want to trek to your help center to self-serve – in the age of AI, it fuels everything.
That’s because your knowledge base is a crucial input for your AI-driven support experience – it’s the key to accurately answering complex customer queries, speeding up resolution and handling times, and delighting your customers.
Here are three reasons why knowledge management is on every forward-thinking support leader’s mind right now.
1. AI is only as strong as what you “feed” it
AI is only as good as the knowledge and content that it has access to. A lack of information, badly structured articles, or out-of-date documentation all prevent it from providing clear and correct answers to your customers, leading to poor customer experiences that degrade trust and fall short of their high expectations.
No large language model (LLM) knows your business like you do. ChatGPT doesn’t understand your customers’ needs, pain points, and use cases. That knowledge is unique to you and your organization, meaning you need to be the one to map it all out and feed it to AI.
