Structuring Knowledge Bases with AI and Machine Learning

Abstract

In today's world, it is no longer enough for a company to have a better product or service than its competitors to survive and grow. A customer-obsessed attitude is required for businesses to survive and grow. As we all know, competitors can typically quickly duplicate any new market position and even do it better than the organization that started the idea. The more business knowledge your team members have about the products and services your consumers use, the more successful your company will be. You, as an organization, should be swift in responding to your customers' demands to react to the competitive changes in the market. One of the key tools needed for a quick response to this effect is the Knowledge Base System (KBS). This tool can be an internal tool for your employees or an external tool for your customers. This will support the decision-making process, information sharing, products, services, etc. Most organizations have this tool but are not well structured. There is no single correct way to build a knowledge base, but there are multiple methods, each with its own set of advantages and quirks. However, if you follow some basic guidelines, you can be sure that your customers or employees will not get lost in the process. The most basic content format in the knowledge base is an article with text. However, it can include screenshots, photos, videos, audio, and infographics. We can further implement a knowledge-based system with artificial intelligence (AI), which gives room for more productivity in an organization. One thing that constitutes or destroys your knowledge base is its structure. Just like a dictionary won't serve its purpose unless it’s organized alphabetically, a cluttered or disorganized knowledge base will confuse your customers and your employees rather than lead them to a solution. You can convert knowledge base articles into FAQs, product manuals, troubleshooting guides, etc. A knowledge-based system might be a game changer for your organization if you want to make your clients happy. In this article, I will walk through the objectives, scope, strategy, and all you should keep in mind when you're building a knowledge base system for your organization.

Keywords: Artificial intelligence (AI), knowledge, information, decision-making, and organizational

DOI: 10.7176/IKM/13-1-03

Publication date: January 31^st 2023