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Knowledge Management in the World of AI & Social Media Nev Ward, Solution Consultant, 22 May 2019
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Authoring
It’s still all about
Consuming
Governing
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Who are Today’s Knowledge Authors? Everybody – Social Knowledge Management
Consider how like to consume their Knowledge? Short, sharp and relevant Fake news! 3
Now that the limit is
280 characters, the most
common length of
a tweet is 33 characters.
Historically, only 9%
of tweets hit Twitter's 140-
character limit, now it's 1%.
Authoring
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Knowledge Consumption
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Our job is not to replace access and to control all knowledge….
Our job is provide and control relevant knowledge with an equivalent experience….
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Crowd Sourcing of Knowledge
Peer to Peer
Connecting people through collaboration
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Social Knowledge Management
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Consuming
How do people like to find Knowledge? Multi channels
Structured or non structured
Assisted by a BOT (Alexa, Siri etc)
How do you know if you are missing Knowledge? Data driven Knowledge
Machine Learning
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Full-text search capabilities
Multi Language
Fuzzy search
Content-Aware
Images
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Smart Searching
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AI and BOTs
AI powered Natural Language Understanding to help users
Actionable Intents can be automatically generated with Machine Learning
Emails
Auto response to questions
9
Assisted Searching
EMA, Automation, AI and Analytics: Reinventing ITSM, research Summary Report April 2019
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Analyze hot topics within user portal search, social Q&A, requests, incidents, and survey results
Shows patterns of unstructured data to identify important interest areas
Generate new knowledge articles from the analysis
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Data Driven Knowledge & Machine Learning
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Introducing Max!
VIRTUAL AGENT: TAKE AUTOMATIC TASK
Reply to frequently asked questions
Help troubleshoot and solve common problems
Help end user to fill in offering and support requests
LIVE AGENT: TAKE COMPLEX TASK
Resolve complex problems
Submit requests on behalf of end user
And more…
30
70
EFFORTS
Virtual agent Live agent
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www.microfocus.com