It’s no secret that AI is changing the face of the working world, and that's no different when it comes to knowledge bases.
AI based knowledge management systems are ready to change the game, with companies scrambling to be at the forefront of the latest developments of these self-serve online libraries.
A knowledge base is a centralized hub to store information. It can hold articles, manuals, guides, and procedure explanations, which readers can consume to find answers to common queries. They empower consumers to find solutions to their queries as quickly as possible.
The impact of AI is changing how these knowledge bases work on two fronts. The first change is through AI helping technical writers create impactful content and powering searches so readers can easily find the information they need.
The second is AI learning from knowledge bases. Before, knowledge base articles and other texts were written for human consumption. This meant they needed to be accessible, and might even include videos and pictures for our limited attention spans.
But now with machine-learning AI as a second audience, new patterns of words, more structure, and more solid examples are often included in content.
What is an AI based knowledge management system?
One of the most important processes a business can have, especially those working with customers within more complex industries, knowledge management proves itself a consistent challenge. Every time our technology changes, our preexisting knowledge bases become outdated.
The number of companies turning to AI solutions has more than doubled since 2017, and many companies see knowledge bases as the perfect place to start.
AI knowledge systems can more accurately and efficiently filter and search for data, understand complex queries, and suggest intelligent auto-complete results. They can even learn about a specific user’s search habits, personalizing their results and smoothing out the customer service experience, and ultimately, boosting profits.
Think of your AI knowledge base as a company-wide Alexa, only smarter, faster, and with access to more information. It’s a speedy way to upgrade your customer service, with integrated AI going a long way toward making your agents faster, more relaxed, and more efficient.
AI knowledge bases achieve this by taking away the harder parts of the agents’ jobs, such as poring over relevant documentation to find the last solution that worked. Instead, they’ll receive instant feedback from their AI ‘coworker’, meaning they can perform their job efficiently.
The impact of generative AI
You’ve undoubtedly seen the latest accomplishments of ChatGPT making its rounds on the internet, so it can’t come as much of a surprise that it’s having its impact on knowledge management bases too.
Generative AI uses a large language model, or LLM, to produce text in a human-like fashion. LLMs are trained deep-learning models that can understand the information given to them and then use it to generate texts. They consist of an artificial neural network, much like the human brain. This makes it easy for companies to produce content their clients can connect with.
Businesses have been quick to see the advantage that generative AI can bring, with the only potential limit being our imaginations. One of generative AI’s best skills is its ability to produce a solid first draft using the information given to it. Add an editor with a sharp eye and an industry expert to fill in the gaps, and it becomes much quicker to then get that article up to scratch.
Generative AI can also be used to create procedure guidelines, policies, and more, and we are already seeing its abilities grow with machine learning capabilities. That’s right; your AI will constantly improve as long as the information you feed it is accurate and up to date.
Natural Language Processing also offers a smooth path to streamlined service, as it focuses on text classification, machine translation, information extraction and speech recognition. This makes it the perfect AI tool for a knowledge base that can serve a whole range of audiences.
Benefits of AI in knowledge base management
While AI may have shifted the foundations, some things about running a business never change. The constant balance between expenses and profit, productivity and downtime, customer service and staff satisfaction, and even the regular influx of new technologies.
AI handles many of these common problems, with increased productivity and decreased agent costs just two of the business-model-changing impacts. Add the boosted response speed, the faster decisions, and the more easily accessible information, and AI knowledge bases become one of the easiest ways to boost your staff and client satisfaction rates.
One of the most discussed abilities of AI is its impressive ability to almost instantaneously produce content that can meet SEO guidelines, offer in-depth information and free up time for your employees.
Incorporating AI software can also help build employee engagement, especially when working in a remote or hybrid setting. AI will provide your staff with the information they need, eliminating the need for repetitive research and helping keep their attention on the task at hand.
All this comes together to increase the profits of your new, more agile organization. The future looks bright, too, with the rapid data analysis and improved customer feedback making it easier than ever to innovate new products and services that will succeed.
We’re at the turning point of a revolution, with AI-powered knowledge bases helping you create a new future where profits and productivity take center stage. AI has the power to increase employee productivity, supercharge client satisfaction and streamline processes, becoming a great ally for your customer service department.
The future of knowledge bases
AI based knowledge management systems are rethinking how customers and in-company agents find the required information. And with 70% of customers preferring to use the company’s website rather than ringing customer service and 51% heading straight for the knowledge base, this couldn’t come at a better time.
Updating your knowledge base to incorporate AI systems will help your business keep pace with a quickly developing industry. It’s a profitable and efficient way to future-proof your customer service team, helping you increase customer satisfaction and ultimately, boost your bottom line.