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Why move from Legacy document management to a future-ready knowledge base?

13 mins read

Knowledge base systems have evolved as a result of shifting needs and changing technology. It is a repository for the company’s knowledge, which is its most valuable asset. In this blog, we bring you the legacy vs. intelligent knowledge base comparison.

A legacy knowledge base might not be the best approach for companies.

What is a legacy knowledge base?

Any information not commonly understood or known by other employees within a corporation is referred to as “legacy knowledge.” It is undocumented and only exists in the minds of a few people.

It is frequently employed for producing a product or service, and it is a significant issue in fast-growing businesses. Legacy knowledge is the information that exists in silos, in different files and formats or sometimes only in thoughts and minds of individual employees.

What happens if you have a single long-term employee who is the only one who knows how to handle a variety of tasks? No one knows about the knowledge if it isn’t documented. And if only a few individuals are aware of it, it might as well not exist at all. Legacy wisdom is a roadblock to long-term, sustainable progress; thus, acquiring it should be your top objective.

What is an intelligent knowledge base?

A knowledge-based system is a type of artificial intelligence that tries to collect human specialists’ knowledge to aid decision-making. Expert systems, which are named from their reliance on human expertise, are examples of knowledge-based systems.

An intelligent knowledge base has Machine Learning(ML) and Artificial Intelligence(AI) that enables storage and retrieval of information in a structured manner and meaningfully connects the information.

An intelligent knowledge base can give suggestions by learning patterns and analyzing data for better knowledge management processes at the organizational level.

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Difference between legacy vs. intelligent knowledge base

corporate wiki
  1. Legacy knowledge is quite different from intelligent base knowledge. These differences affect the working culture of an organization. Intellectual knowledge is tangible, and an organization can learn and apply it.
  2. On the other hand, legacy knowledge is intangible. Legacy knowledge exists in the mind; hence it cannot be shared with others. Intelligent knowledge is stored in various ways. It is used for the benefit of the employees, the customers and to enhance the business.
  3. Intelligent knowledge changes with time, and it can be updated and stored, which can be later used by multiple people. Because legacy knowledge is not stored, it stays with the person and cannot be accessed.

6 Components of a future-ready knowledge base

The reasons why one must switch to a future-ready knowledge base are endless. Following are the components of a future-ready knowledge base that might convince you to leave behind your legacy knowledge base:

1. Connected

Bringing the disconnected together can improve the customer service experience. During a call, AI analyses group data from various sources across the company and provides it to customers and agents in full knowledge base articles, giving more thorough intelligent responses.

2. Insightful

Understanding how your content is assisting customers and agents requires insights. Deeper analytical insights generated by AI-powered knowledge bases help develop your most important KPIs, ensuring that you continuously meet your customer experience goals.

3. Simple

“Enterprise-grade” or “robust” doesn’t have to imply “complicated.” The most “complicated” knowledge base information is simple to generate and maintain because of a drag-and-drop interface. Updates you make on one article are reflected in other articles on the same topic with the help of AI, ensuring that reports are easily refreshed and remain relevant.

4. Collaborative

When customers and agents collaborate, your knowledge base articles improve. Knowledge can be integrated into external sources like communities. AI can accept recommendations and feedback from your agents, customers, and community members to guarantee that the material is updated and improved constantly.

5. Contextual

When it comes to providing a fantastic client experience between (legacy vs. intelligent knowledge base), context is crucial. Natural language understanding, rather than basic keyword inquiries, is used by an Intelligence-powered knowledge base to interpret the customer’s request, resulting in more relevant information targeted to that consumer.

6. Dynamic

Giving knowledge base articles isn’t just about delivering any knowledge base articles; it’s also about providing the proper knowledge base articles. AI intelligently selects and offers the most relevant knowledge base articles based on past interaction history and real-time conversational context, rather than presenting static search results that never change.

4 Advantages of using the intelligent knowledge base

Now that you know what an intelligent knowledge base’s features are, let us look at how they help your organization in day-to-day functions and improve the quality of tasks over time.

1. Improve productivity

  • The most tangible benefit of an intelligent knowledge base is the time and effort saved by not manually creating regular reports. However, it is rarely the most significant advantage
  • However, because it is so concrete, it is frequently considered when deciding whether or not to install an intelligent knowledge base
  • If these savings alone are sufficient to justify the knowledge base system, it is the simplest way to explain it
  • Intelligent knowledge systems cut report generation labor expenses by automating data gathering and aggregation automating reports generation
  • They give report design tools that create new reports more accessible and minimize the amount of training required to build and maintain information

2. Eliminate data silos

  • Instead of relying on IT or the finance department to produce reports, the intelligent knowledge system lets end-users extract reports when they need them
  • Authorized users will be able to create new reports to meet their needs using the innovative knowledge system
  • Information blockage is reduced with intelligent knowledge systems because they provide individualized, role-based dashboards that collect the most critical data for daily operations
  • Allowing you to open and run reports independently, providing documentation of KPIs and other information, allowing users to analyze and validate data without involving IT specialists, allowing users to create new data views as needed

3. Next best action guides

  • Every day, judgments must be taken, and we all know that decisions vary in quality. Making wise judgments can have a considerable impact. Bad choices don’t help you and can even cost you money
  • Intelligent knowledge systems assist in making better decisions by allowing you to provide rich, accurate, and up-to-date information to decision-makers, allowing users to dive into data for thriller investigations

4. Quick decision making

  • You can make a decision as soon as you get all of the necessary facts. In other words, the sooner you get access to pertinent information, the sooner you can make a decision. It’s critical to make quick decisions for two reasons:
  • It improves the organization’s ability to respond to challenges and opportunities by reducing the time between cognition and action
  • If they have to wait an extended period for more information regarding the situation they are dealing with, most individuals will lose their train of thought

Conclusion

A structured and approachable knowledge base software is the future of any business. It is essential to keep growing with technology for your business to grow. That is how you retain and maintain the clients and quality of your services. The legacy base is now ancient history, so adapting to a next-gen knowledge base is the way to go.

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