Knowledge management is the
deliberate method of identifying, structuring, maintaining, and exchanging an
organization's employees' knowledge and experience. Knowledge management is
necessary because it increases the productivity of a company's decision-making
ability. In making sure that all employees have access to the overall expertise
held within the organization, a smarter workforce is built who are more able to
make quick, informed decisions that benefit the company.
Knowledge management may have a positive effect on
individual divisions within an organization, such as the IT support team and
the customer service department. Many organizations have incorporated digital
applications, such as chatbots, into their information management systems. In
this scenario, knowledge management is mainly used to help the IT support team.
Knowledge management data will aid some AI ventures in the reverse direction
and assists the customer service staff in addressing customer concerns. They
compile details on the problems that customers report. They can classify
specific problems as well as problems that involve a broad organization by
evaluating this collection of data. As a result, they would need to develop new
content to aid consumers with addressing their challenges on their own.
Companies can offer more content to their consumers by
using knowledge management. This method, regardless of how you use new
automation services and chatbots, is even more effective if it happens earlier.
If you use these artificial intelligence techniques to create content, it will
be better. Automation for content is recommended for businesses that choose to
have more human contact. Chatbots may be used for those that are dealing with
big problems or issues that concern a large number of customers. Agents will
provide content for certain chatbots based on the issues they're dealing with.
Benefits and examples of Value-Knowledge management
in organizations.
· Cross Training programs- Mentoring, shadowing, and other cross-training activities allow workers to acquire the company expertise by studying others at work. New employees at Toyota, for example, spend months shadowing seasoned employees, and new plants are originally staffed by both experienced personnel from existing factories and new hires.
·
Document management system -Organizations
can store business records in the cloud, exchange them, and monitor access
permissions at a granular level through database management systems like Google
Drive and Package. These tools typically have mechanisms for tagging files and
incorporating metadata to make it easier to locate content.
· Content management systems (CMSs) - Teams and individuals can publish, upgrade, and view information on a business intranet using content management systems including SharePoint and Bloomfire.
· Social networking tools – Teams can connect and interact in a public environment using private social networking platforms like Workplace through Facebook and Slack. However, since these resources preserve all past discussions, they can be used as a knowledge management programs, allowing workers to check for previously shared material.
·
Chatbots- We agree that chatbots are the
next logical phase in knowledge management. AI and deep learning are used by
chatbots like Banks and airline websites to respond to employee questions and
requests for information. Employees don't have to worry about who to ask or
where to go for information as they use chatbots. They don't have to search
into a CMS, record system, or chat history to discover what they're searching
for. They can ask natural-language questions, such as "How do I add a new
baby to my insurance?", and the chatbot will reply with the most
appropriate information from its knowledge base, regardless of where that
information is stored inside the company.
DAMANVIR KAUSHAL
Keywords
#value Knowledge management
#Knowledge management
#Chatbots
#Management knowledge
#Business objectives
References
https://www.atspoke.com/blog/knowledge-management/knowledge-management-importance/
https://ecommercenewsforyou.com/the-importance-of-knowledge-management-in-marketing/
https://www.emerald.com/insight/content/doi/10.1108/09544780610659970/full/htm
https://www.researchgate.net/publication/228471641_What_is_the_Value_of_Knowledge_Management_Practices