In today's competitive market, companies recognize the importance of leveraging their proprietary information to drive innovation and growth. However, effectively managing and utilizing this extensive expertise remains a challenge. Large language and picture generative AI models offer a promising solution by enhancing knowledge management, organizational performance, learning, and innovation.
Companies, such as a Fortune 500 business process software supplier, have harnessed the power of generative AI to transform customer support. By deploying a generative AI-based customer support solution, they witnessed improved agent productivity, higher retention rates, and increased customer satisfaction. New agents benefited from faster learning through the system, enabling them to provide better service and support to customers.
Many organizations now use large language models (LLMs) to train their customer-facing staff on corporate policies and product/service recommendations. Generative AI models assist in solving customer service issues by providing real-time guidance and suggestions. Moreover, these models prove invaluable in capturing employee knowledge before they leave the organization, preserving critical expertise that would otherwise be lost.
During the 1990s and early 2000s, knowledge management technology faced challenges and was deemed unsuitable for the task. However, generative AI has rekindled the potential of capturing and sharing critical knowledge throughout an organization and beyond.
With the integration of proprietary content into generative models, organizations can now unlock the latent knowledge residing within their internal processes, policies, reports, operational transactions, discussion boards, online chats, and gatherings.
Managers utilizing generative AI for knowledge management often express a sense of newfound empowerment. They liken the experience to having a "jetpack" in their lives, as these tools enable them to harness and make sense of the vast amount of information within their organization. Generative AI-based knowledge management technology allows managers to efficiently access and utilize expertise that was previously difficult to manage and leverage effectively.
The growth of LLM technology that incorporates an organization's subject knowledge is on an upward trajectory. This advancement opens up exciting possibilities for companies to effectively manage and share their intellectual capital internally and externally. As generative AI continues to evolve, it will revolutionize how companies approach knowledge management, fostering innovation, collaboration, and learning within organizations.
From enhancing customer support and agent productivity to empowering managers and employees, generative AI holds immense potential for revolutionizing knowledge management.