Knowledge Management to Knowledge Intelligence

Traditional knowledge management (KM) struggles to keep up with the ever-changing needs of businesses. This white paper proposes Knowledge Intelligence (KI) as a solution. KI leverages AI to transform KM from a static system to a dynamic assistant for customer support teams.

KI goes beyond finding information. It can learn and create knowledge, identify knowledge gaps, and share expertise across teams. This paper also introduces Knowledge Centered Intelligence (KCI) - a comprehensive approach to KI. KCI utilizes AI to identify high-value content, connect knowledge across departments, and guide knowledge workflows.

Implementing KCI offers numerous benefits such as identifying common customer issues, improving content quality, and optimizing self-service options. It empowers businesses to deliver exceptional customer service through a foundation of knowledge and intelligence.