In the first part, we presented the knowledge base as one-stop shopping for information . In the second part, we shed light on the areas of application of the knowledge base: How can companies use their know-how more productively and effectively? Finally, we present best practices in the introduction of an AI-based knowledge base.
- Areas of application of a knowledge base
- What are the most important benefits of a knowledge base?
- Best practices for introducing a knowledge base
Areas of application of a knowledge base
Hotline & support staff benefit because they can answer queries faster and more reliably. This increases the first-time fix rate and therefore customer satisfaction. The knowledge base can also be configured as a self-service portal for customers and partners in order to reduce ticket volumes and costs in the long term.
Less trained mechanics can also be better deployin field service, as they have all the information they need in an emergency thanks to mobile data access via the app.
On the store floor, the knowledge base supports shift handovers, their documentation and unplanned downtimes. In addition, the availability of proven diagnostic information with associated repair instructions shortens unplanned downtimes.
What are the most important benefits of a knowledge base?
A knowledge base should be as intuitive as possible for users, while at the same time being secure, scalable and compliant with data protection regulations. When selecting a knowledge base, attention should be paid to software functions that fit the use case and best support the corporate strategy. In addition to the central search function, here are the key benefits of a knowledge base.
Dialogue-based and natural language assistants support employees, customers or partners in their targeted search for information - even for complex questions. This makes knowledge available around the clock and can be ideally integrated into self-service portals or websites.
Bridging data silos is an important way of enabling teams to work better together across departments. In addition to an API connection, tools should have standard interfaces to common providers that can be connected quickly and function optimally.
Starting with semantic search and auto-tagging through to generated text suggestions: Depending on requirements, different, powerful AI technologies should be used to suit the objective in order to offer the greatest benefit. Although natural language searches using modern GenAI methods are convenient and easy to use, they are also prone to errors. Reliable statements can only be ensured in combination with secured product knowledge in knowledge graphs. This ensures that users can really trust the AI used ("trustworthy AI").
In addition to pure search functions, a knowledge base should include functions for capturing and processing knowledge, regardless of whether it is based on structured or unstructured data. For example, by transferring problem-based chats about a process into a new knowledge article that is directly linked to the knowledge model with just a few clicks. Or new knowledge articles can be generated from a collection of different tickets relating to a specific problem. These functions support the knowledge cycle in the company and offer a variety of approaches for securing knowledge from everyday situations and making it available to all employees.
Whether via app with offline function, tablet or browser: With the help of multi-device capability , users can always access all the content they need conveniently and without functional restrictions. Regardless of where they are or which device they are using.
A good knowledge base allows detailed evaluations of which questions are asked most frequently or where problems still occur. It provides the basis for continuous optimization of the system and the expansion of content. A knowledge base should therefore also support the active transfer of knowledge and offer various options for this.
The tool should be compliant, with a detailed roles and rights concept, GDPR-compliant application and all industry-standard security certifications.
Best practices for introducing a knowledge base
The introduction of a knowledge base is always associated with certain hurdles. The first changes to processes often lead to an initial attitude of rejection. To prevent this from happening, it helps to act with foresight:
- Apart from the budget, get the support of top management and/or the executive board.
- Define clear goals.
- Communicate the purpose and scope transparently.
- Inform the employees concerned in good time and over the long term.
- Start a pilot project with a small team, encourage special commitment and create additional incentives.
- As a solid basis for a knowledge base, existing knowledge must be collected, checked and corrected for duplicates or outdated material.
- Continuously optimize workflows and the knowledge base by establishing the relevant processes (e.g. for content owners).
- As soon as the first successes are measurable and visible, you can expand the areas of application and involve even more people.
- Take concerns and criticism seriously at all times and use personal dialog to work together on a solution.
