The Robust Role of GenAI in the Successful Implementation of Knowledge-Centered Service (KCS)

Yesterday, my iPhone threw a little surprise at me – a sudden black screen! The panic was real until I found a solution in a helpful article from Apple support. A quick search saved me from rushing to the service center and guided me step by step to resolve the issue. 

That got me thinking! Living in this era of technological advancements is truly something special. Observing how leading technologies, particularly Generative AI, are optimizing the knowledge creation and management processes is nothing less than a sci-fiction. 

I mean, just think, knowledge managers now don’t have to go through operational challenges to make Knowledge-Centered Service (KCS) a successful practice in their organizations. Generative AI helps streamline the ‘Solve’ and ‘Evolve’ loop processes, eliminating the manual efforts that their team goes through. 

Solve Loop: Gen AI accelerates knowledge creation by mapping multiple case fields simultaneously, mining knowledge across case entities, and automating content tagging. Moreover, it enables knowledge workers to capture case resolutions and convert them into helpful knowledge articles, while taking into account the Voice of Customers (VoC).

Evolve Loop: Gen AI doesn’t just accelerate the knowledge creation process but helps improve the existing knowledge base by identifying gaps, analyzing new vs. known cases, and recommending improvements. Additionally, it enables knowledge managers to gauge link accuracy, identify duplicate articles, and ensure adherence to processes.

With Generative AI taking the spotlight, it's evident that knowledge workers and managers no longer need to navigate countless challenges. Otherwise, just imagine the difficulties of creating a plethora of knowledge articles for every user query and ensuring their right adoption

And, with Gen AI going mainstream, it would be interesting to see how else it can help reshape the future of the knowledge management landscape. In light of this, We recently held a webinar with the Consortium for Service Innovation, “Shift from Knowledge Creation to Curation with Large Language Models (LLMs) and Actionable Insights.

You can tune in now if you're curious about the magic of Gen AI in knowledge management! 

https://pages.searchunify.com/shift-from-knowledge-creation-to-curation-with-llms-and-actionable-insights-video.html