The most drastic change KM has grappled with in the 2020s is the explosion of remote and hybrid work, which sparked an urgent need to enable virtual communication and critical information access.
The categories for the 2021 KMWorld Readers' Choice Awards were wide-ranging. In all, there were 14 areas in which products and technologies could be nominated and ultimately voted upon. They include business process management, cognitive computing and AI, customer service and support, e-discovery, knowledge graphs, text analytics and NLP.
Efficiency has been a big motivator for the use of RPA; in customer support applications, a goal has been to use bots to help agents reduce handle time for customer calls.
The importance of AI is underscored by forecasts for revenue growth. Worldwide revenues for the AI market, including software, hardware, and services, are forecast to grow 16.4% year over year in 2021 to $327.5 billion, according to the latest release of the IDC Worldwide Semiannual Artificial Intelligence Tracker. To help spotlight innovation in knowledge management, KMWorld presents the annual KMWorld AI 50, a list of vendors that are helping their customers excel in an increasingly competitive marketplace by imbuing products and services with intelligence and automation.