Chapter 3: The Intersection of Knowledge Management and Artificial Intelligence

The convergence of artificial intelligence (AI) and knowledge management (KM) marks a paradigm shift in how organisations capture, distribute, and apply knowledge to drive innovation and competitiveness. Traditional KM systems, while effective in codifying and disseminating explicit knowledge, often struggle with unstructured, dynamic, and context-rich information. AI technologies, particularly machine learning (ML), natural language processing (NLP), expert systems, robotic process automation (RPA), recommendation engines, and knowledge graphs, are transforming KM into an intelligent, adaptive, and self-improving ecosystem. Through real-world case studies, this chapter demonstrates the tangible benefits of AI-driven KM across industries. This chapter argues that AI does not merely augment KM processes but redefines the discipline, positioning knowledge as a dynamic, machine-augmented asset essential for organisational success in the digital era.