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Maximizing the digital workplace with new technologies and techniques

Businesses are looking toward game changing breakthroughs to bring knowledge management to the next level in organizations to boost business performance. A renewed enthusiasm about knowledge management is evident, particularly in the digital workplace.

Discovering the value in corporate knowledge is amplified by new technologies, such as text analytics, cognitive search, machine learning, natural language processing, mobile email management, and new policy efforts.

KMWorld recently held a webinar with Sheri Larsen, SVP of product design and delivery, Northern Light; Heather Richards, VP KM product strategy, Verint; and Vivek Sriram, chief marketing officer, Lucidworks, who discussed how to apply AI to enterprise research problems to develop and distribute insights, how to differentiate between Knowledge Management and Knowledge Automation, and more.

The road to cognitive computing is paved with good intentions, Larsen said. She referenced Scott Likens, PwC, The Future of AI in America: What All Leaders Should Consider, February 2019 study that said, “Currently, 80% of U.S. CEOs believe that AI will change the way they do business in the next five years.”

Successful implementations involve many AI domains and disciplines, she explained. But, there is a guide to successful cognitive computing. This includes:

  • Picking a problem that can be solved using techniques and resources available today
  • Picking a problem that is central to an important business process
  • Picking a problem that cannot be solved any other way
  • Coordinating all the domains and disciplines required, along with the non-machine learning components

Visionary organizations are declaring customer and employee engagement as sustainable competitive advantages, essential to their future success, Richards said.

However, there are several key market challenges such as the explosive amount of data and technology, AI, automation impacts on jobs, and more.

Overcome challenges with both customer and employee engagement by connecting people to knowledge in the most efficient ways possible. Knowledge automation can improve operational efficiencies, elevate customer experience, integrate and augment platforms / channels with contextual knowledge, Improve margins and drive revenue, and drive customer and employee engagement strategies.

Next generation knowledge management will simplify, modernize, and automate, according to Richards.

 AI and Search will maximize employees success, Sriram suggested. Hyper personalization will become the norm by going beyond static rules and profiles.

Companies will use AI and machine learning to predict user intent and give employees the insights they need , when they need them.

The future of the digital workplace will rely on bringing consumer-like experiences to the workplace, Sriram explained.

How companies can do this is by customizing insight discovery and improving employee engagement and retention.

An archived on-demand replay of this webinar is available here.

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