AI, chatbot or ML –Sometimes we have to try and fail, before we can learn. We already know that, but let's just rewind time.
You can not automate your business if you do not have control over your knowledge
In the new economy - the service economy, the knowledge economy, or whatever you want to call it, access to knowledge as a resource has exploded in terms of volume, and digitalisation has made it possible for information to become independent of time and place. It presents companies with new challenges, and turns to various automation initiatives to try and regain control. But have we forgotten where it is we need to start?
We think we need to start with the question: What are the inputs to automation projects?
First and foremost, it is about defining a need and working from it. We must once and for all kill the approach of system before business, where the change starts with a new system, that we try to implement into the organization. But where do we start then? We think we need to start with the question: What are the inputs to automation projects?
Let's tackle the good buzzwords: AI (or artificial intelligence) and chatbot - both technologies should help deliver knowledge to customers, but this knowledge does not magically arise by itself. "Something" needs to be put into the technology, and this "something" is your knowledge.
You cannot automate knowledge if there is basically no control over knowledge in the organization - but how do you get control of your knowledge?
Get control of your knowledge
There is a difference between knowledge and information. Knowledge exists as a wide range of information put in a given context and is therefore dependent on the people who receive and work with knowledge. It is therefore important for the work with knowledge to realize that knowledge is not 100% controllable, as knowledge is dependent on context. What helps to form the basis for how information is processed into knowledge by the individual person depends on what experiences and opinionsthis person has in their baggage. We are therefore not 100% able to manage knowledge.
The goal is to have knowledge divided and organized logically, as well as to facilitate knowledge in the most effective way.
The possibilities to work with in relation to knowledge are:
Gathering knowledge in the organization
Organizing knowledge in systems so that it is easy to find for the right employees and customers
Distribution of knowledge to the right people
Eliminating the barriers that make sharing knowledge attractive
Support a common system of opinion in the organization
The goal is to have knowledge divided and organized logically, as well as to facilitate knowledge in the most effective way. This what we call daily knowledge management or knowledge management. Only when the right framework for knowledge has been formed, you have a basis for the further digitization of your knowledge.
What does all this have to do with Responza?
The whole idea of knowledge being organized, distributed and supporting the knowledge management discipline - all of this is supported by Responza. At the same time, Responza with APIs and good integration options, allows you to AI and ML easily apply your organized knowledge in Responza. And then there's another thing we haven't talked about - the amount of information! Information as a resource has exploded in quantity over time. And we do not necessarily believe that it is a matter of gathering as much knowledge as possible at all. We believe in:
The right knowledge, in the right place, at the right time
/Team Responza
Behind Responza is a bunch of eager customer service experts who are passionate about helping to optimize your customer service. We are part of the consulting houseSpitze & Co. Within Knowledge Management we are nerds on a whole new level. If you want to be a nerd as well, you can participate in the Danish Knowledge Management forum, or follow us on LinkedIn
