https://www.KMWorld.comRSS feeds from KMWorld.com.All Content Copyright 1998-2026, KMWorld Magazine, a Division of Information Today Inc.60https://dzceab466r34n.cloudfront.net/images_nl/sw/KMW19_OG-Image.jpghttps://www.KMWorld.comWed, 06 Nov 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134852https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134852There may be several generations that a KM system appeals to in different ways, but there are no generational differences when it comes to expecting high quality customer service and knowledgeable agents.Wed, 06 Nov 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134853https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134853The consumer has spoken. Forrester Research asked 5,000 of them, "What created the biggest pain when you contacted a business for customer service?" They answered lack and consistency of agent knowledge, followed by the difficulty of finding relevant answers on company websites. So, what is driving this dissatisfaction?Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134471https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134471Artificial intelligence (AI) has captured the imagination of a wide variety of businesses. I have this image of CEOs in boardrooms around the globe declaring, "We must have AI! Our competitors use AI! We can't be left behind!" There might be some table-pounding associated with this scenario. There will certainly be corporate minions scurrying around to fulfill the AI dreams of their CEO.Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134473https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134473Artificial intelligence (AI) is one?if not the?key technology of our decade. Technological advances in this field are not only fundamentally changing our economies, industries and markets, but are also exerting enormous influence on traditional business practices, many of which will disappear, while others will be transformed or completely reinvented.Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134476https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134476For decades, organizations have tried to unlock the collective knowledge contained within their people and systems. And the challenge is getting harder, since every year, massive amounts of additional information are created for people to share. We've reached a point at which individuals are unable consume, understand, or even find half the information that is available to them. Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134485https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134485AI-Powered Search Engines?referred to as "Insight Engines" by Gartner and "Cognitive Search" by Forrester?can deliver significant value to organizations these days, provided certain risks are avoided.Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134486https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134486Unstructured data, which comprises almost 80% of any enterprise's data, holds untapped value when it comes to addressing challenges and embracing opportunities. Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134492https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134492The data, information, and analytics economy runs on well-curated, structured data. No matter your industry?having good curated data and content is critical. It's increasingly important as more data and content are generated. Intelligent tools to sift through content are more robust and at the same time, more "needy." That means modern technology platforms, systems, and even content consumers require well-structured data and content to perform well. As most artificial intelligence (AI) practitioners state?"nothing starts without good data."Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134495https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134495Enterprise search projects start with intentions to provide ?Google for our organization' but too often fail to deliver on that promise. In our experience, these projects fail due to a lack of sustained effort and governance. The commercialization of next-generation search technologies allows you to fulfill this promise if you take a systematic approach to implementation.Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134510https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134510While interactive voice response systems (IVRs) have been invaluable in reducing contact center costs, we need to be honest: not many are delivering experiences that meet consumer expectations. It's no surprise given the rise of digital channels.Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134512https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134512I am a firm believer in The 7 Habits of Highly Effective People, by Stephen Covey. If you've not read this book, it is worth the time. I mention this because my focus at BA Insight is around Covey's second habit, which is, "Begin with the end in mind." Seems simple, right? Well it is, but it's also quite rare. When approaching any enterprise search project, at any phase, I always try to come back to this idea. What is success? When are we done? What does finished look like? These are all different ways of saying, "Make sure you have goals!"Fri, 04 Oct 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134513https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=134513Cognitive/AI technologies for customer engagement are white hot. No wonder professionals, who had removed AI from their resumes, are scrambling to add it back in!Sun, 08 Sep 2019 11:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=133803https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=133803Text analytics and natural language processing are not new concepts. Most knowledge management professionals have been grappling with these technologies for years. From the KM perspective, these technologies share the same fundamental purpose: They help get the right information to employees at the right time.Fri, 06 Sep 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=133798https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=133798I'm entranced by old technologies being rediscovered, repurposed, and reinvented. Just think, the term artificial intelligence (AI) entered the language in 1956 and you can trace natural language processing (NLP) back to Alan Turing's work starting in 1950. Text analytics has its antecedents in data mining. Data mining itself has a long history, all the way back to Thomas Bayes, who died in 1761, and his eponymous theorem that still informs algorithms regarding inference, probability, and predictions.Fri, 06 Sep 2019 12:00:00 ESThttps://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=133806https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=133806Look at your organization and consider the unstructured text or audio data you gather and the possible revelations it may hold. That data reflects the voices of those you serve and holds the potential to help you deliver better experiences, improve quality of care and enrich human engagement. There are powerful stories to be told from your unstructured text data. And the best way for you to find them is with natural language processing.