AI-Powered Knowledge Management for GTM Leaders

Introduction

Despite its immense promise and ubiquitous presence in today’s business discussions, determining how to effectively select and implement the right AI-powered knowledge management solution remains a source of confusion and trepidation for many GTM leaders.

The need to operationalize AI is felt acutely across customer-facing teams, where content silos, fragmented tech stacks, and increasingly high customer expectations for fast and accurate turnarounds are mounting challenges. Executives and business unit leaders realize the stakes are high, with many companies now introducing AI committees to determine the most effective path forward. After all, it is becoming abundantly clear that GTM teams that effectively employ AI to harness the full power of their knowledge bases will quickly outpace competitors who don’t.

This report is not about theoretical musings; it's a hands-on toolkit designed to equip GTM leaders with the practical know-how to navigate the complex terrain of AI-powered knowledge management. It’ll outline a clear and proven approach to implementing AI across your organization’s knowledge base and delve into specific ways that AI is being used to make Support, CS, and Sales teams significantly more efficient by expediting routine responsibilities and automating administrative tasks that indirectly contribute to an employee’s core mandate.

After reading this report, you’ll have a clear sense of:

• What AI in Knowledge Management actually means
• How to assess the AI readiness of your customer-facing teams
• The pros and cons of building in-house vs. buying a solution
• A 3 phase approach for rolling out AI-powered knowledge management
• Additional strategic considerations to think through
• How to mitigate safety concerns and adhere to the highest security standards
• Ways to measure the success of the program

Note: if you’re reading this in a rush, we’ve provided a TLDR summary at the end of each section.

Let’s dig in.

What is AI-Powered Knowledge Management?

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‍TLDR

• AI-powered knowledge management enhances how organizations create, organize, and use information.
• Its use-cases vary by team, but in general it can help customer-facing employees gain instant access to the answers they need to work faster and create exceptional customer experiences.
• While AI has limitations, it offers transformative benefits for customer-facing teams.

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Before figuring out how to implement the right AI solution for knowledge management, let’s align on a simple definition and some common use-cases we’re seeing today. AI-powered knowledge management refers to the use of AI technologies to enhance the creation, organization, retrieval, and utilization of knowledge within an organization. When done effectively, knowledge management fueled by AI gives customer-facing teams instant access to the information they need to work faster and create exceptional customer experiences.

Here are some examples of how specific customer-facing teams can benefit:

Sales

• Minimize follow-up discussions and shorten response times by ensuring reps have all the necessary information at hand to answer questions immediately.
• Empower reps to quickly get up to speed and find answers independently by providing immediate access to company knowledge, process and methodologies, and customer insights.
• Automate the documentation of call notes, update CRM systems, and generate follow-up tasks, ensuring nothing falls through the cracks.

Support

• Improve first contact resolution rates by helping agents quickly locate answers from various data sources and use chat to generate customer responses in your company’s tone and voice.
• Streamline customer experiences by automating engagement summaries, so the next support representative has the necessary context to address future inquiries more quickly.
• Enhance onboarding efficiency by equipping new hires to engage with customers right away, ensuring they are well-informed and understand products and policies comprehensively.

Customer Success

• Equip success managers with the knowledge they need to provide instant accurate answers to customer questions, reducing internal tickets and minimizing customer frustration from delays.
• Quickly analyze support tickets and customer communications, alerting you about upsell opportunities, churn risk, and changes in sentiment, so you can take action and prioritize customer interactions.

The possibilities of applying AI across customer-facing teams are game changing, and as a GTM leader, you have an opportunity to shine in helping your organization get ahead by understanding how to assess and make use of the technology.  

Where Does Your Organization Stand Today?

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