Knowledge Management

We live in an on-demand world. Customers expect every product delivered to the doorstep, every service ordered online, and any information they seek immediately available at their fingertips. When customers have questions, they expect answers–on demand. As customer expectations have risen, so have...

In the rush to adopt strategies around artificial intelligence (AI), the most pivotal figures are the people in your organization tasked with navigating technology integration and making that technology work with your organization’s current resources. For example, maintaining an AI knowledge base...

New technology means renewed fears of how it might affect your job. Artificial intelligence (AI) has captured the attention of organizations across all sectors — including 80% of CEOs who plan to implement AI into their organization within the next 12 months. Reports suggest “knowledge-based”...

Salesforce Knowledge is a widely recognized knowledge management solution, but it’s not without its challenges. Despite being tied to the Salesforce suite of tools, Salesforce Knowledge (SFK) has a number of entrenched pain points that can’t be easily resolved with the tool. At Shelf, we provide...

The rise of productivity-enhancing tools like generative artificial intelligence (GenAI) demands organizations to consider how to improve their efficiency. The bedrock of better efficiency in our digitized business world is adopting a knowledge management system (KMS). Modern KMS has changed...

Knowledge management (KM) is changing dramatically due to its role in supporting artificial intelligence (AI) solutions. It’s never been a better time to attend knowledge management conferences and get a sense of how KM is changing across industries. Knowledge management conferences are dispersed...

How important will an AI knowledge management system be in the future? Gartner’s 2022 Market Guide for Customer Service Knowledge Management Systems, by principal analysts Pri Rathnayake and Drew Kraus, reveals an eye-opening prediction: “By 2027, 40% of knowledge management systems that do not...

Traditional KMSs stand no chance. An AI-based knowledge management system (KMS) is the intrepid explorer of our digital age, charting the vast terrain of data within organizations. They wield the power of artificial intelligence, machine learning, and natural language processing to create an...

What’s the role of AI in knowledge management? Read on for key use cases, examples, and the most frequently asked questions today. Table of Contents Keeping Content Up to Date Connecting Info from Different Sources Helping Reduce Support Costs Improving Information Search Frequently Asked...

If you like this article, subscribe to our email newsletter that helps you learn about AI and knowledge management. Join the 1000s of execs, CX leaders, and KMs who get insights in their inbox every 1-2 weeks. You won’t be disappointed! *** Picture your contact center as a sports team, striving...

Picture this scenario of the relationship of AI in knowledge management: a bustling contact center, where customer inquiries are swiftly resolved with unrivaled precision and personalized care. What powers this extraordinary transformation? The answer lies within the ingenious confluence of...

It’s an exciting time in the world of knowledge management. You have a monsoon of knowledge-related data like never before; these essential skills for knowledge managers can help you make sense of all this data to improve your organization’s knowledge. The job growth rate for knowledge...