Knowledge is power. Especially when it’s a collection of knowledge about challenges in your specific IT organization. To streamline knowledge access for technicians, we’re adding Knowledge Base to our Alloy Navigator mobile app. IT specialists can now access the knowledge base on the go through the same mobile interface that they use to respond to and collaborate on tickets.
In the blog “How Generative AI Can Benefit Knowledge Management”, we looked at the benefits of AI to knowledge management to enhance the quality, automating the creation of content and enabling more engaging content. In enabling generative AI to become part of the knowledge management framework introduces concerns about accuracy, data bias, privacy and security. Now, it’s time to look at how we can make it work well together...
There has been growing interest in the capabilities of generative AI since the release of tools like ChatGPT, Google Bard, Amazon Large Language Models and Microsoft Bing. With the hype comes concerns about privacy, PII, security and, even more importantly, accuracy. And rightly so. Organizations are treading cautiously with their acceptance of generative AI tools, despite seeing them as a game changer.
Early in my career, I made the jump from defense contractor to customer support agent for an up-and-coming IT Service Management solution provider. Being new to the team and industry, I felt completely out of place. After the initial product training, I was pointed to a lab computer and told to start diagnosing a set of customer issues. I felt completely lost. Over time, with significant amounts of studying and leaning on my peers, I figured things out and eventually became one of the go-to analysts.
Recent advances in AI-powered chatbot technology will change the way humans interact with applications and machines. AI will likely boost current IT Service Management (ITSM) chatbot capabilities and directly affect how knowledge management will be provided in the future. Let’s look at how AI in knowledge management is affecting content creation, management, and access.
Knowledge Management for IT Support Do your IT support initiatives use up a ton of your business’ resources? You are not alone. In fact, HDI found that a single tech support instance can cost your company anywhere from $2.93 to a whopping $49.69. Worse yet, escalated support tickets can cause this cost to triple. Of course, you cannot exactly go without a dedicated IT department and tech support staff.
