Knowledge Management using Artificial Intelligence

Companies – like public institutions – face the challenge of meeting ever-increasing learning needs. At the same time, much of this crucial knowledge remains untapped – whether it is contained in documents, isolated processes or in the minds of employees, many of whom are retiring due to their age. Artificial intelligence (AI) can help to utilise this knowledge more effectively and could fundamentally change the very definition of learning. 

Many organisations have various departments that deal with knowledge – learning management, talent development, knowledge management and process management – but these usually operate in isolation. This fragmentation makes it difficult to provide the right knowledge at the right time. Companies often fail to deliver the learning content required in the workplace in a targeted manner. At the same time, valuable knowledge contained in team chats, documents or personal experiences remains untapped.

In addition to explicit knowledge, which is available in reports or training materials, tacit knowledge accounts for up to 90 per cent of a company’s total knowledge. This knowledge includes, for example, personalised process optimisations, successful customer interactions and creative problem-solving. Demographic change and high staff turnover pose a risk of a significant loss of this knowledge, which could have serious economic consequences, as 30 per cent of the workforce is set to retire over the next 10 years. Organisations must therefore develop strategies to systematically capture and utilise this knowledge.

To make effective use of knowledge, silos must be broken down and integrated systems created. At the same time, the requirements for learning formats have changed: employees need targeted information in small, easily digestible units (microlearning). Furthermore, hyper-personalisation is becoming increasingly important, as learning needs are becoming ever more specific and context-dependent. Stockpiling knowledge is losing its relevance – instead, it is crucial to provide the right information at the moment it is needed (just-in-time learning).

An AI-powered assistant – an ‘AI buddy’ – could support businesses by analysing the knowledge gathered and providing relevant information in real time. This assistant could:

• Access the organisation’s entire knowledge base and provide context-sensitive answers,
• Encourage networking amongst staff to share best practice,
• Generate suggestions for process improvements,
• Create personalised learning recommendations based on projects and tasks.

AI systems are already capable of gathering, processing and making information from various sources accessible. Documents can be analysed automatically and converted into understandable learning content. Telekom’s partner Platform3L, for example, offers AI solutions that create bespoke e-learning programmes from corporate knowledge – whether that knowledge resides in employees’ minds or in lengthy company documents. In this way, AI can help to systematically link and harness knowledge within organisations, in more than 30 languages.

The greatest need for action lies in capturing tacit knowledge in a structured way. Knowledge maps can help here by visualising key topics, skills and processes. Furthermore, AI can extract knowledge from spoken interactions or transcribed conversations and process it systematically. In the near future, AI avatars could conduct targeted interviews to efficiently capture knowledge from employees.

Integrating learning and knowledge management with business processes enables new, integrated approaches. AI-supported knowledge transfer can help to document and share best practices. Community learning can further support this transfer by collectively validating and expanding knowledge. This results in a comprehensive, interconnected system of knowledge, learning, talent and process management that helps organisations to operate more efficiently and innovatively.