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 dramatically from when the term was first used in previous decades. The next generation of KMS utilizes artificial intelligence to efficiently capture, organize, and share valuable knowledge within your organization. The difference between these tools can be best understood if you consider different knowledge management system examples.
Structuring your KMS to capture your organization’s knowledge is fundamental to Knowledge as an Infrastructure which enables future AI solutions to utilize your organization’s data and activities to inform future decision-making. Once you lay the foundation of this infrastructure, your organization will be in a position to take advantage of the greater efficiency provided by AI and other digital initiatives.
We’ve created a list of the 9 most prominent knowledge management system examples available today. If you’re new to knowledge management, you may want to consider our free step-by-step guide for conducting a knowledge management assessment. When considering tools that rely on AI, remember the three challenges companies face when integrating AI into their organization. Many knowledge management system examples are specialized for specific purposes or use cases which may be more or less relevant to your organization.
Knowledge management system examples
1. Shelf NextGen KMS:
Shelf’s NextGen KMS uses artificial intelligence to understand and centralize organizational knowledge. With centralized knowledge, businesses can leverage GenAI to keep information up-to-date, streamline workflows, enhance decision-making, and expedite content creation. NextGen KMS provides a seamless search journey with naturally intuitive interactions to make finding content easy. This ease of search achieves enterprise-level findability backed by AI.
Shelf’s products have been prominently used in large contact centers to provide agents with fast, accurate, and consistent answers to customer inquiries. Some success metrics include:
- 20-second reduction in Average Handles Times
- 40% increase in Deflection Rates
- 35% increase in Agent Adoption
- 40% increase in Content Usage
Unlike other KMS options, Shelf’s NextGen KMS enables Knowledge as an Infrastructure (KaaI) which allows other AI solutions to utilize your organization’s knowledge. Without KaaI, other AI-assisted tools may have difficulty interfacing with your established system which can result in common challenges for AI tools.
2. IBM Watson
With its cognitive computing capabilities, IBM Watson has emerged as a frontrunner in knowledge management systems. Utilizing natural language processing and machine learning, Watson can analyze vast amounts of data, documents, and even multimedia files. This allows employees to search, retrieve, and share information swiftly, making it a game-changer for organizations seeking robust knowledge management solutions.
Bloomfire provides a user-friendly platform that enables businesses to centralize information in an easily searchable and accessible manner. Its AI-powered search engine intelligently indexes content, suggesting relevant documents, articles, and discussions in real-time. This allows employees to tap into previously untapped knowledge, leading to increased efficiency and faster decision-making.
4. Nuance Knowledge Management
Nuance Knowledge Management offers a comprehensive suite of AI-powered tools that drive better collaboration and knowledge sharing within organizations. Its advanced natural language understanding capabilities enable employees to ask questions in everyday language and receive accurate, context-aware responses. This system also has intelligent chatbots that can handle routine inquiries, freeing up human resources to tackle more complex tasks.
5. Salesforce Knowledge
Salesforce Knowledge is a cloud-based knowledge management system that integrates seamlessly with the popular Salesforce CRM platform. This AI-driven tool empowers companies to create a centralized knowledge base, making it easier for employees and customers to find the information they need. Salesforce Knowledge includes features such as dashboards, analytics, and content recommendations.
6. ProProfs Knowledge Base
ProProfs Knowledge Base is a versatile and user-friendly solution that allows businesses to capture, organize, and share knowledge effectively. This system offers an intuitive editor, making it easy to create and update articles, manuals, and FAQs. With a powerful search function and customizable templates, ProProfs Knowledge Base ensures that relevant information is readily available to employees and customers alike.
Coveo combines AI with intelligent enterprise search capabilities to deliver personalized knowledge discovery experiences. By harnessing machine learning algorithms, Coveo understands user preferences and tailors search results to their specific needs. This results in faster access to pertinent information, improved employee productivity, and enhanced customer satisfaction.
8. Atlassian Confluence
Atlassian Confluence is a collaboration platform that includes robust knowledge management features. Through its user-friendly interface, organizations can create, organize, and share knowledge effortlessly. With features like page templates, version control, and integrations with other popular tools, Atlassian Confluence becomes the go-to solution for teams looking to streamline their knowledge sharing processes.
9. Microsoft SharePoint
Microsoft SharePoint is a widely adopted knowledge management system that integrates seamlessly with various Microsoft products. With AI capabilities like SharePoint Syntex, this platform automates content classification, making it easier to organize and discover information. SharePoint also provides collaboration tools and access controls, ensuring that knowledge is shared securely and efficiently.
Which of these knowledge management system examples are best for you?
Knowledge management systems powered by AI technology are revolutionizing the way organizations capture, organize, and share knowledge. However, some may approach knowledge management as an incremental advancement of what the industry was when the term was coined in the 1980s — or became more prominent during the 2000s.
A modern KMS tool will unlock your organization’s knowledge to be used with GenAI solutions and other innovations made possible by artificial intelligence. Shifting your organization’s strategy from digitizing knowledge to laying the foundation of Knowledge as an Infrastructure can make the difference for successfully implementing the power of AI.