Knowledge management (KM) has become both an important topic driven by a number of industry trends, foremost among them the strong and growing interest in artificial intelligence (AI). A knowledge base (KB) can serve as the centralized source of knowledge for an organization, providing the data needed to feed an AI solution.
Interest in KM is also being driven by its ability to help companies achieve many of their top enterprise servicing goals: improving productivity, increasing the use of self-service, decreasing customer effort, reducing operating costs, improving cross-departmental coordination, increasing customer and staff engagement, and delivering a better, more personalized customer experience.
This is a major and long overdue turnaround for the KM, which has taken many years to catch the attention of organizations. The question that organizations are now asking is whether KM solutions are able to meet their needs in the era of digital transformation.