Chapter 2: The Role of AI in Enhancing Knowledge Management Processes

Knowledge management (KM) as a multidisciplinary approach enables the realization of organizational objectives by unleashing the full potential of knowledge and providing the correct information to the right audiences at the right time. The world has seen the emergence of Artificial Intelligence (AI) foundation models, which are trained on a massive amount of unsupervised or unstructured data. Generative AI (Gen AI) is a category of AI that can generate diverse content, imitating human-made ones. Gen AI can conclude and form opinions based on extensive data analysis. Organizations utilizing Gen AI can scale their KM practices, enabling their workforce to stay ahead of the competition and deliver high performance. This chapter emphasizes how organizations can leverage GenAI to enhance KM processes through the utilization of explicit and tacit knowledge-capturing processes, thereby surpassing the benefits achieved through traditional explicit knowledge-capture practices. There are several emerging GenAI application areas where organizations can utilize AI-driven KM for information creation, project management, knowledge retrieval, basic software coding, sales, and marketing. Organizations can use several techniques to integrate GenAI into the organizational ecosystem by implementing KM internal-facing co-pilots, user-facing chatbots, prompt templates, and elevating content accuracy through orchestration or Retrieval-Augmented Generation (RAG) techniques. As GenAI continues to scale across multiple industries and use cases, it is crucial to preserve and maintain knowledge while ensuring quality, validity, and relevance by adhering to best practices such as knowledge graphs (KGs), active learning, Quality evaluation, decay detection, and continuous training.