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1、Best Practices for Knowledge Management in the Age of AIAI Knowledge Management:Best Practices for Automatic Updates,Greater AccuracyA new employee joins your team and needs access to key project documents.They spend hours searching multiple platforms,pinging colleagues,and sifting through outdated

2、files only to find conflicting information.Frustrating,right?Now,multiply that by hundreds or even thousands of employees across your enterprise.Poor knowledge management isnt just an everyday headache it wastes millions of dollars and is a major drain on productivity and efficiency.Multiple studies

3、 show that knowledge management has a direct impact on organizational performance.On a bigger scale,bad knowledge management can lead to:Poor decision-making Lost knowledge assets Overall inefficiency So,what exactly is enterprise knowledge management,and why does it matter?What is knowledge managem

4、ent for enterprises?Enterprise knowledge management is the process of creating,capturing,maintaining,and sharing knowledge across your organization.This knowledge typically includes FAQs,IT troubleshooting guides,HR policies,onboarding documents,and more.Proper enterprise knowledge management ensure

5、s teams can collaborate effectively and make data-driven,evidence-based decisions.Current state of enterprise knowledge managementMaintaining high-quality,easily accessible knowledge management in an enterprise is far from simple.Not only is there the need to continuously update and organize vast am

6、ounts of information,it also needs to be comprehensive and discoverable to users across the organization.Enterprises typically utilize knowledge management software like SharePoint,Confluence,and Zendesk,that offer features like centralized repositories,advanced search capabilities,and content taggi

7、ng to facilitate collaboration,document management,and knowledge accessibility.Knowledge management is far from set it and forget it many KMS systems require ongoing resourcing to deliver accurate,updated,and complete information.Most organizations support this through:Maintenance:Keeping knowledge

8、accurate,complete,and deduplicated Updates:Automatically flagging and updating outdated across diverse departments and evolving business needs Accessibility:Setting up robust taxonomy and metadata systems,making information searchable and easily discoverable for employeesOther issues can arise from

9、how your employees search for knowledge.Even when employees can access all articles in your KB,many of their questions still go unanswered.Thats because users tend to describe the superficial symptoms of their issues,like“my laptop screen turned blue,”while most articles are centered on technical so

10、lutions.And because conventional enterprise search systems rely on matching keywords,they cant bridge this gap.In short,without quality enterprise search and proper knowledge of resource maintenance,updates,or accessibility,it can be difficult for users to quickly find the data they need,impacting o

11、verall productivity and efficiency.Unique challenges of enterprise knowledge managementManaging knowledge in a large enterprise is distinctly different from doing it in a smaller organization.The sheer volume of data documents,knowledge base articles,and other resources is much higher.Plus,its more

12、complex.Youre dealing with diverse teams,departments,and regions all of which need seamless access to the right information at the right time.Without a proper knowledge management strategy,employees often resort to asking colleagues for information,relying on outdated resources,or even recreating co

13、ntent that already exists all of which slow down progress and lead to frustration.A well-structured system ensures that knowledge is organized,up-to-date,and easy to find.Benefits of enterprise knowledge management Enterprise knowledge management isnt just about making documents easy to find.It also

14、 prevents the loss of critical information,improves decision-making,and fosters more productive,seamless collaboration.Improve knowledge retention:Over 40%of companies say data silos have made it harder for teams to collaborate and share knowledge.When information is buried in different systems or o

15、nly exists in employees heads,its easy to lose.Enhance employee decision-making:When your team(and C-suite)have on-demand access to accurate,up-to-date information,they can make better decisions faster.No more second-guessing or acting on outdated data.Empower collaboration:With a single,trusted rep

16、ository,your team can track progress,share documents,and stay aligned on projects without unnecessary back-and-forth,especially critical for hybrid,remote,and international work environments,where employees in different locations may need greater visibility into information.“You dont want your users

17、 going all over the place to search for information.The advantage of our Moveworks is that theres one familiar go-to place for employees to get their answers.”Stanly Toh Head of End-User Services&Experience,BroadcomHow AI is transforming enterprise knowledge management Artificial intelligence isnt j

18、ust working smarter its also revolutionizing the way knowledge is managed across enterprises.Instead of simply speeding up tasks,AI-powered tools take knowledge management to the next level,making it intelligent,more efficient,and updated.Think about how much time gets wasted searching for the right

19、 document or manually tagging files.Some surveys say knowledge workers spend 30%of their time looking for information for their jobs.Different types of AI make these improvements possible.These include:Conversational AI:Enables natural interaction with the knowledge management system through chat in

20、terfaces,allowing quick access to relevant information.Machine learning(ML):Automatically categorizes and tags documents,keeping knowledge organized and up-to-date,freeing teams to focus on strategic tasks.Generative AI summarization:Condenses lengthy documents,saving time for users.Generative AI co

21、ntent creation:Generates new articles to fill gaps,keeping information current without manual effort.Together,these technologies power a range of new capabilities and many benefits,including:Access information across systems:Connect seamlessly to securely access information all your business systems

22、 including HRIS,ITSM,document repositories,and chat platforms Automate knowledge creation:AI can analyze real-time data,identifying gaps in your knowledge resources,and updating articles based on that insight.Suggest content:An AI-powered system can recognize an employees frequent searches and provi

23、de employees with real-time,personalized content recommendations.Self-improving:AI can deliver tailored responses and recommendations within the messaging interface,while learning to improve accuracy and relevance over time.Incorporate external knowledge:To save time for article writers and keep you

24、r KB from being outdated,incorporate credible external sources as links or references.This lets you provide a much more comprehensive and capable self-service experience for your employees going well beyond traditional KMS solutions.Optimize your knowledge management strategyKnowledge management sho

25、uld make information access easier not more complicated.By proactively addressing maintenance,updates,and accessibility challenges,you can create a system that:Scales with your organization Safeguards sensitive data Ensures employees always have access to the right information when they need itThats

26、 where artificial intelligence(AI)can help automating routine tasks,identifying gaps,and keeping your system up to date.If you want your knowledge management strategy to truly work,dont just introduce a system optimize it with the right AI solutions.Thats how you turn knowledge into a competitive ad

27、vantage.Table of contents01 Essential features to look for in knowledge management platform 02 How to choose the right knowledge management tools for your business03 Building an effective knowledge management system.04 Challenges of implementing knowledge management and how to overcome them05 Bringi

28、ng it all together:Why AI-powered KM is the future06 How agentic AI accelerates Knowledge ManagementEssential features to look for in knowledge management platformCHAPTER 01Deciding on the right KMS for your business can take some time,but knowing which features to look for can help simplify the pro

29、cess.Lets look at a few essential features you should prioritize when implementing a new solution.AI-powered search and automationThe effectiveness of your KMS can hinge on its search capabilities.After all,a vast knowledge base isnt helpful if employees cant actually find the right information.KMS

30、solutions using AI-powered search features give your employees more flexibility to describe what they need using normal,conversational language including full questions or even vague phrasing.AI-powered KMS can use intelligent reasoning engines and vector-based retrieval models to analyze the contex

31、t surrounding queries and deliver highly relevant results even if the query doesnt exactly match the document wording.For example,an intelligent KMS solution interprets questions like“Can I carry over vacation time?”and surfaces the correct HR policy even if“carry over”isnt explicitly mentioned in t

32、he document.Intelligent content curation and auto-updatesYour business relies on a combination of both structured and unstructured data.You likely have formal policies and procedures(structured)in place,plus random collections of meeting notes,untitled documents,and images(unstructured)spread across

33、 the business.Many legacy KMS platforms lack modern features like version control,data categorization,or tagging capabilities that make it easier for your employees to work with all types of data.An AI-driven solution should:Use machine learning algorithms to automatically process your structured an

34、d unstructured business data Provide automatic content update suggestions based on new documents or ticket trends Automatically detect outdated or conflicting business information and either flag it or update it for you using AI-generated textIntegrations with existing toolsTo get more value from yo

35、ur KMS,you want it to integrate well with your current tools.For example,when connected to help desk platforms and collaboration tools like Slack,Microsoft Teams,or even your company intranet,KMS solutions create a more seamless digital experience for your employees.Modern AI-powered KMS platforms s

36、hould also offer bi-directional integrations not just retrieving knowledge,but able to contribute new insights or usage patterns back to connected systems (like ITSM or CRM).With the right integrations,it wont matter which tools or platforms your employees use most theyll be able to access the infor

37、mation when and where they need it.Moveworks,for instance,connects to tools like popular ITSM platforms Jira,and SharePoint,making it possible to serve answers inside chat platforms without needing to manually search those systems.Robust security and access controlsWith all your company information

38、in one place,youll want to consider how well a KMS lets you manage controlled access.Strong access controls let you assign role-based or attribute-based permissions to each of your employees.They also ensure that only authorized individuals whether employees,contractors,or partners have access to se

39、nsitive resources,keeping you compliant with industry or regulatory guidelines.Your KMS should also support audit trails,encryption at rest/in transit,and identity provider(IdP)integrations to align with broader security and governance practices.Bringing it all togetherThe bottom line?A great knowle

40、dge management system does more than store information it empowers your team to work smarter,collaborate seamlessly,and make informed decisions with confidence“Employees know they can get quick answers with Moveworks,which means I spend less time troubleshooting.Moveworks bot spits out the exact art

41、icles I would have sent.Theres a definite wow factor.”Jenn Doblado Fmr.Service Desk Specialist,ProcoreWith so many KMS options available,narrowing down which is right for your business can be challenging,but following these key steps can help you make a more informed decisionIdentify your knowledge

42、management needsYour ideal KMS is the one that addresses and resolves the gaps or deficiencies in your current processes.So before researching new KMS options,take time to:Analyze how employees currently find information and identify friction points.Look at ticketing and support data to see which qu

43、estions come up repeatedly.Document internal requests for updated policies,procedures,or onboarding resources.Identify industry or regulatory requirements that must be supported(e.g.,audit trails,access control).Understand how different departments manage knowledge today and where consolidation woul

44、d help.Note:Also consider language support and localization needs if your workforce is global,as this can be a major differentiator for AI-powered KMS.Evaluate AI and automation capabilitiesShortlisting KMS solutions that provide advanced AI features will allow you to automate more of your business

45、processes and minimize your workloads.Look for solutions that can proactively search for gaps in your knowledge base while automatically keeping your key resources up to date for a dynamic solution that can grow seamlessly with your business.Research the performance capabilities of each KMS and ensu

46、re it can meet your current and future business needs.It should handle both structured and unstructured data while simplifying or improving your employee workflows.Ask whether the KMS can work across both structured and unstructured data and whether it can unify access across multiple systems(e.g.,S

47、harePoint,Google Drive,Confluence,ITSM platforms).How to choose the right knowledge management tools for your businessCHAPTER 02Compare ease of use and adoption ratesA knowledge platform provides the most value when your employees actually use it.Even technically powerful KMS tools can struggle to g

48、ain traction if the user experience is unintuitive.To evaluate usability:Consider how easily the KMS can understand your employees questions and deliver the best results with the least amount of effort.Look for solutions that leverage NLP and advanced machine learning to allow for more personalized

49、search experiences.Select a solution that minimizes departmental friction while giving your employees on-demand access to specific documentation or quick answers.Prioritize platforms with user-friendly interfaces to create better employee experiences and increase the adoption rate.Look for mobile an

50、d chat-first capabilities if your workforce is remote or hybrid.Consider integration and scalabilityThink ahead with your knowledge management tools to address your current and future business needs.Youll want to consider how your KMS can help your business over time.So integration options and AI fe

51、atures should be some of your top priorities.Before you commit to a solution,check if it can:Easily connect to your current technology stack,including your HR platforms,CRM tools,and task management solutions Leverage AI learning models to automatically adapt and improve knowledge accuracy as your b

52、usiness expands and your data grow Use multiple data sources at once while still being able to handle higher volumes of information and users over timeSome tools require heavy configuration to integrate with existing systems.Confirm whether integrations are pre-built or require custom development.“Y

53、ou dont have to have a huge team to implement it or worry about a long learning curve.Its all implemented by Moveworks,and its done quickly and easily.”Andy Nallappan CIO,BroadcomBuilding an effective knowledge management systemKnowledge management systems that use AI are definitely more powerful an

54、d convenient than older manual systems.But to get the most out of enterprise knowledge management,focus on:1.High-quality,well-formatted knowledge assetsYour knowledge management system is only as good as the information it holds.If your assets are outdated,inaccurate,or poorly formatted and organiz

55、ed,your team wont get the value they need.Thats why maintaining high-quality,well-organized,up-to-date knowledge assets is critical.Depending on your industry and organizations size,your assets might include resources like:Videos Written guides Blog posts FAQs How-tos Tutorials ArticlesBut heres the

56、 thing:even the best system cant fix bad content.Without active ownership and ongoing maintenance,knowledge assets can quickly become outdated or disorganized,leading to reduced user trust and engagement with the system,ultimately diminishing its value to the organization.CHAPTER 03 Format content:C

57、ompanies should consider snippetizing their assets,or breaking down content into small,contextually focused segments that can be easily and quickly indexed and retrieved by AI to enable relevant responses.Use natural language:Be sure to create new content that“snippetizes”well.Additionally,avoid usi

58、ng complicated technical jargon;instead,create content that uses natural,conversational language to improve searchability and readability.Collect and act on feedback:After implementation,take time to gather user feedback.This will help identify gaps for new content,find areas where you can clarify a

59、mbiguities,and pinpoint content that needs updating,refining,or“snippetizing”to optimize it for responses to user queries.Plan ownership and maintenance:Your organization should also set up clear ownership and ongoing maintenance procedures.Knowing which teams are responsible for regularly reviewing

60、,updating,and validating information is essential for this information to stay relevant,updated,accurate and complete.2.Seamless knowledge storage and easy sharingAt its core,a knowledge management system should support finding information effortlessly.If employees struggle to locate what they need,

61、the system isnt doing its job.Thats where integration with cloud-based storage and enterprise search solutions comes in.Cloud storage systems enable teams to store data in a single,centralized repository,so employees whether in-office or remote can access knowledge from anywhere.Enterprise search so

62、lutions allow them to locate the most relevant resources without digging through endless folders or outdated documents.Integrated with a knowledge management system,these tools ensure employees can find updated answers faster,collaborate more easily,and stay productive without roadblocks.3.Set up(an

63、d keep up)an AI-ready knowledge baseYour knowledge base software can be greatly enhanced using AI.Follow these three steps to configure it so that it can be easily understood by AI to best support your enterprises needs,workflows,and goals.Collect and update existing resources:Gather current documen

64、ts,FAQs,troubleshooting guides,policy articles,and other resources that you want to integrate into your new AI knowledge base.Keeping everything well-organized and updated ensures your team always has access to the right information,when they need it.Challenges of implementing knowledge management a

65、nd how to overcome themAn effective knowledge management strategy can significantly improve employee productivity,decision-making capabilities,and collaboration.However,simply having a system in place isnt enough.Without careful planning and execution,organizations can face major challenges that lim

66、it the impact of their knowledge management efforts.From ensuring data reliability to overcoming integration hurdles,heres how to navigate the key challenges of implementing enterprise knowledge management effectively.1.Knowledge reliability risk:Providing updated,accurate informationFor a knowledge

67、 management system to be effective,the information it houses must be reliable,relevant,and properly secured.Poor implementation can lead to outdated data,redundant documents,and security risks where the wrong employees gain access to sensitive information.The challenges Employees waste time searchin

68、g for documents across multiple systems.Duplicate or conflicting documents create confusion and inefficiencies.Lack of governance leads to unchecked content sprawl.Unauthorized employees access sensitive data due to poor access controls.How to overcome it:Implement structured data governance Set up

69、clear policies for content validation,updates,and expiration.Use automation tools to maintain accuracy and consistency.Enforce role-based access controls(RBAC)Ensure only the right employees can access specific knowledge assets by setting permissions based on roles and departments.Drive user adoptio

70、n Employees wont rely on a system they dont trust.Train teams on how to contribute,search,and validate information effectively.CHAPTER 042.Security risks:Protecting sensitive informationA poorly implemented knowledge management system can expose confidential business information,making it vulnerable

71、 to breaches,insider threats,and compliance risks.The challenges Lack of access controls leads to unauthorized data exposure Sensitive information is improperly categorized and stored Employees fall victim to phishing and social engineering attacks How to overcome it Enforce enterprise-grade securit

72、y Use end-to-end encryption,multi-factor authentication(MFA),and strict permissions and access controls to protect sensitive information.Monitor and audit access Not everyone in your organization needs access to every document.Enforcing stringent access controls and ensuring that only authorized use

73、rs can retrieve confidential information is key.Regularly update and patch your system Monitoring and updates are a vital security measure that helps close potential security gaps,ensuring that the latest protections are in place to safeguard against threats and breaches.Educate employees on cyberse

74、curity Many breaches happen due to human error.Regular training on phishing attacks and password best practices can go a long way to ensure that confidential information is protected.3.Integration issues:Breaking down data silosAn enterprise knowledge management system should be your single source o

75、f truth,but if it doesnt integrate seamlessly with your existing tools like CRM,project management software,and collaboration platforms,it can create more confusion than clarity.The challenges Information gets trapped in silos,making it hard for teams to access what they need.Data inconsistencies ar

76、ise due to variability in formats and structures Employees resist adoption when tools dont align with existing workflowsHow to overcome it Choose a system with built-in integrations Your knowledge management platform should connect effortlessly with the tools your teams already use.Address technolog

77、y incompatibility Address inadequate infrastructure by investing in scalable,cloud-based solutions and ensuring continuous training and resource support.Improve data quality Ensure consistent data quality with extensive data normalization and transformation efforts.Centralize knowledge in a single r

78、epository Choose a unified system everything should be easily searchable,up to date,and easily accessible.Use AI-powered content organization AI can help categorize,tag,and surface relevant knowledge automatically,so employees dont have to sift through mountains of information manually.4.Scalability

79、:Preparing for growth without disruptionAs your organization grows,its knowledge base expands often leading to growing pains if the system isnt designed to handle increasing complexity.The challenges Managing a growing volume of knowledge assets becomes overwhelming.Regulatory compliance challenges

80、arise when operating across multiple countries.Language barriers and cultural differences make knowledge sharing more complicated.How to overcome it Choose a flexible,cloud-based system.Your knowledge management infrastructure should grow with your business without slowing teams down.Automate conten

81、t updates across platforms.If one system updates a piece of knowledge,that change should sync across all relevant tools automatically to prevent outdated information.Be sure to conduct routine audits to keep up with your companys evolving needs.Plan for localization and compliance.If youre expanding

82、 into new regions,your system should support multilingual content and region-specific legal requirements.5.Driving adoption,change management,and maintenanceFor your KMW to deliver ongoing value,adoption,change management,and maintenance are essential.The challenges User resistance,especially if the

83、y perceive the new system as time-consuming or irrelevant to their workflow.Entrenched habits,difficulty aligning the new processes with existing workflows,often exacerbated by inadequate support during transitions.Potential neglect of content updates and oversight,leading to outdated or irrelevant

84、information,which can erode user trust.How to overcome it Facilitate change management Provide comprehensive training and emphasize the systems benefits.Engaging key stakeholders as champions and integrating the system into daily workflows to foster a culture of adoption.Set up structured feedback a

85、nd support systems Providing continuous feedback channels and incremental implementation phases can help employees gradually adapt,making transitions smoother.Ensure effective maintenance Organizations should assign clear ownership for content updates and establish regular review schedules.Providing

86、 easy-to-use tools for content curation and integrating maintenance into regular workflows can sustain relevance and reliability.When implemented thoughtfully,AI-powered knowledge management can overcome these challenges transforming how your organization shares and scales information.Bringing it al

87、l together:Why AI-powered KM is the futureCHAPTER 05If you want your enterprise to remain competitive tomorrow,you should adopt the right AI knowledge management tools today.By implementing an AI-powered knowledge base system that automatically creates,updates,and maintains content,you enable your e

88、mployees to have on-demand access to the information they need right when they need it.And with smart enterprise search,they can quickly and securely find the most relevant information.This can lead to increased productivity,better user experiences,reduced operational costs,and improved scalability.

89、Agentic knowledge management can greatly accelerate standard AI knowledge management practices.Thats because agentic AI can independently act,make decisions,adapt,and improve over time.These capacities enable agentic AI to automatically process and retrieve information,and autonomously optimize your

90、 knowledge base by identifying gaps and improving over time.How is this possible?Unify knowledge resources:Agentic AI goes beyond basic AI by autonomously processing and analyzing content from various systems like FAQs,training documents,and policy manuals,thus helping to unify these resources into

91、a cohesive and easily searchable knowledge base.Automate audits:Unlike basic AI tools,agentic AI is able to consistently automate the identification and updating of outdated content while facilitating a structured tagging and categorization system,enabling documents to remain relevant and easily ret

92、rievable.Automate article creation:Agentic AI identifies gaps and patterns in existing content,autonomously updating and creating articles that align with organizational needs,thereby maintaining a dynamic and evolving knowledge base that traditional AI may not achieve without manual intervention.Pe

93、rsonalized responses:By assessing the users role,agentic AI is able to provide contextualized and tailored responses to queries,offering a level of personalization and timely assistance that less advanced AI might lack due to limited contextual understanding.How agentic AI accelerates Knowledge Mana

94、gementCHAPTER 06Getting the right information to the right person at the right timeWith agentic AI-powered tools like Moveworks,Moveworks Agentic AI Assistant enables your employees to quickly and easily surface the contextually relevant information they need.This lets you provide a much more compre

95、hensive and capable self-service experience for your employees going well beyond traditional KMS solutions.Moveworks Knowledge Studio lets you supercharge your employees ability to self-serve answers to common questions by generating knowledge articles based in your unique enterprise context and dat

96、a Generate content:Instantly create documentation personalized to your business with AI that mines your support tickets for useful insights.Find knowledge gaps Eliminate time wasted on research with AI article recommendations based on real employee demand.Pinpoint knowledge updates:See when generate

97、d content overlaps with content found in other existing articles,making knowledge updates easy.Document tribal knowledge:Our generative AI mines support tickets and extracts agent notes to find solutions that are unique to your workplace turning insights into articles.Create trustworthy content:Gene

98、rated articles include full citations to the source material,so you can trust the content or simply ask our AI to enhance,refine,or reformat the article.Get article-level analytics:Track the performance of knowledge articles after publication with insights that provide visibility into how Moveworks

99、is leveraging the content to resolve issues.Moveworks connects seamlessly to all your business systems to identify gaps in your knowledge resources,generate knowledge articles based in your unique enterprise context,and supercharge your employees ability to self-serve answers.Demo Moveworks and discover for yourself why 350+leading enterprises rely on Moveworks to support 5+million employees.