In this insightful article by Dr Judith Lamont, we delve into the significant role of tacit knowledge within organisations and its powerful impact on productivity. Tacit knowledge, often held by experienced workers, is vital yet challenging to leverage because it isn’t easily documented or shared. The piece explores innovative strategies, particularly in AI, to surface and utilise this hidden gem of organisational knowledge.
Key Points
- Tacit knowledge comprises 80%–90% of an organisation’s knowledge and is crucial for maintaining a competitive edge.
- AI innovations are enabling the mining of customer-agent conversations to extract and formalise valuable tacit knowledge.
- eGain has evolved its offerings from customer service to a comprehensive enterprise AI KM platform addressing various departments.
- The eGain AI Knowledge Hub and its related products facilitate real-time knowledge sharing across digital channels.
- Companies can customise their systems to make the best use of tacit knowledge and AI, improving how they resolve complex queries.
Why should I read this?
If you’re keen on boosting your organisation’s productivity and harnessing the hidden potential of your team’s knowledge, this article is a must-read. It highlights the emerging role of AI in transforming tacit information into actionable insights—essential for staying ahead in today’s competitive landscape. Save yourself the hassle; this read could unlock new strategies for your business!