Structuring workflows with embedded intelligence

Embedding knowledge intelligently and integrating it with daily workflows and applications makes for a smoother, more seamless, work experience.

This improves decision making and reduces jarring context switches. Turning routine tasks into informed actions is the promise of intelligent, contextual knowledge delivery.

KMWorld recently held a roundtable webinar, Knowledge at Your Fingertips: Building Workflows with Embedded Intelligence, with experts who discussed why modern workflows need a unified context layer of connected and contextualized knowledge, how to build for the future of embedded intelligence in practical terms, and more.

David Rostan, co-founder and head of revenue at Stonly, introduced the Stonly platform. Stonly is the agentic knowledge platform for customer service. Clients can easily create interactive guides that adapt to people and situations.

Deliver help exactly where it’s needed for customers and agents, Rostan explained. Structured Stonly knowledge powers extremely reliable AI. Manage all knowledge and AI workflows in one platform. Leverage AI optimized for self-service and agent assist. Plug into other AI providers easily and customize AI for different situations.

According to Jan Štihec, director, data and AI at Shelf, AI opened an enormous space of use cases. In the enterprise, almost every one of them runs on documents and files written for an entirely different purpose.

AI can surface the most relevant documents, but should it also be left to infer how they must be interpreted and applied? Don't push that burden downstream. Move it onto the knowledge itself; knowledge equipped with the right business context, he said.

A sidebar has room for a rule, not a manual. Knowledge must be broken into units small enough to deliver and precise enough to act on. AI now sits between your knowledge and the work—assembling context, carrying memory, and enforcing business logic once, for every surface.

Premium knowledge belongs where decisions are made, said Stephen Thomas, director of commercial innovation at FT Professional. GenAI has accelerated demand for trusted knowledge embedded into enterprise workflows.

Integration changes not only where content is consumed—but how value is created. FT Professional supports embedded knowledge, Thomas noted. It is designed to embed trusted FT knowledge where it creates the greatest value. Different workflows require different levels of integration—and licensing should support each appropriately.

For the full webinar, featuring a more in-depth discussion, Q&A, and more, you can view an archived version of the webinar here.