They are using it for such purposes as informing their customer-facing employees on company policy and product/service recommendations, solving customer service problems, or capturing employees’ knowledge before they depart the organization. Like that company, a growing number of organizations are attempting to leverage the language processing skills and general reasoning abilities of large language models (LLMs) to capture and provide broad internal (or customer) access to their own intellectual capital. The system also expedited the learning and skill development of novice agents. For example, in a study conducted in a Fortune 500 provider of business process software, a generative AI-based system for customer support led to increased productivity of customer support agents and improved retention, while leading to higher positive feedback on the part of customers. As such, a company’s comprehensive knowledge is often unaccounted for and difficult to organize and deploy where needed in an effective or efficient way.Įmerging technologies in the form of large language and image generative AI models offer new opportunities for knowledge management, thereby enhancing company performance, learning, and innovation capabilities. However, knowledge within organizations is typically generated and captured across various sources and forms, including individual minds, processes, policies, reports, operational transactions, discussion boards, and online chats and meetings. Organizational Innovation is fueled through effective and agile creation, management, application, recombination, and deployment of knowledge assets and know-how. Leveraging a company’s propriety knowledge is critical to its ability to compete and innovate, especially in today’s volatile environment.
However, most users realize that these systems are primarily trained on internet-based information and can’t respond to prompts or questions regarding proprietary content or knowledge. They have generally found them to be astounding in terms of their ability to express complex ideas in articulate language. Many companies are experimenting with ChatGPT and other large language or image models.
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