November/December 2022 [Volume 31, Issue 6]

Features

2022 Readers' Choice Award - Best Customer Experience and Support: eGain

Beyond technology, eGain offers domain expertise, risk-free adoption options, a sustained client engagement model, implementation, support, education, and managed services, and ecosystem to succeed with modern KM.

2022 Readers' Choice Award - Best Content Management / Services: Northern Light

Thanks to Northern Light's unique partnerships with research publishers, users of our SinglePointTM portals can easily access and analyze all their relevant licensed content, along with their organization's internally generated content, in a single search. The result: farewell, content silos!

2022 Readers' Choice Award - Best Text Analytics and NLP: Verint

Together with Verint Speech Analytics, Verint's Next Generation Interaction Analytics provides a powerful unified voice and text solution for alerting and acting on topics, categories, sentiment, and other critical insights across channels.

KMWorld Readers' Choice Award 2022 Winners

In this issue, KMWorld magazine announces the winners of the 2022 KMWorld Readers' Choice Awards. The categories for competition were wide-ranging. In all, there were 13 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.

The importance of information governance and privacy

With each passage of a new regulation or legislation related to consumer rights and data privacy, the influence of data governance over the data sphere becomes amplified. However, this development will never negate the merit of utilizing data for personalized customer interactions that yield short-term and long-term benefits.

BPM: The value of process mining

As usage of BPM grew and multiple processes were added, many enterprises were no longer able to track their diverse set of processes. The complexity of enterprise applications, some new and some legacy, made it difficult to do so, as did the lack of process documentation. Visibility into processes was limited, especially for the ones that cut across different enterprise systems. Process mining emerged as a new class of enterprise software.

ViewPoints

Why reducing review time can revolutionize enterprise content search

Leveraging this finding of the brain's superior ability to recognize patterns, a next-generation viewer uses three progressive panels to display search results and document pages as visual thumbnails

David Weinberger

Getting more confused about regulating social media

Out of the mix of commercial greed, politics, and genuine desires to make the world better, we'll try many ways to "fix" social media. But I think it may take a couple of generations, affected by what we do, for us to begin to agree about what's right and wrong.

The Future of the Future

The undiscovered country

Capturing and sharing what you already know is good; and with today's data and text analytics tools, it has become much easier than when we'd first begun this journey.

Ethical Innovation

The human capability to under-or overestimate

Yet maybe the most glaring example of underestimating humans we encounter in our work is in the world of AI. It's partly the term "intelligence" in AI that misleads so many, as AI is not intelligent in the same way that humans are intelligent. Though powerful, AI ultimately matches patterns it has learned, and even the smartest of AI systems is limited in how many patterns it can match and make sense of.