Today’s employees are drowning in a sea of documents, applications, and internal message boards. In fact, 85% of workers say they spend time searching for documents during the workday, and 60% say it takes more time to find documents than it does to reply to an email.
At the same time, more than half of employees are actively or passively job-seeking, and employee stress levels are at record highs.
Though AI has been shown to increase employee performance by 66%, it’s clear that many organizations haven’t harnessed its power to improve the overall employee experience. A recent Gartner survey revealed that just 54% of AI projects make it from pilot to production, and many businesses are struggling to make a connection between algorithms and business value propositions.
Fortunately, knowledge AI offers organizations tangible ROI that has a direct impact on employee experience, reducing frustration and improving satisfaction at a time when finding the right information at the right time is more critical than ever.
In this blog, we will discuss how businesses can leverage knowledge and use it to its fullest potential. We’ll define knowledge AI, explain key use cases, and then highlight how Rightpoint is helping organizations improve employee experience with AI-powered tools like in-app search, unified knowledge repositories, knowledge harvesting, and more.
The average desk worker uses 11 applications to complete their daily tasks — nearly double the amount used in 2019. Despite this increase, almost half of employees say they still struggle to find key information needed to finish their work. Likewise, more than a third of workers say they missed important updates due to the high volume of information pulsing through these apps.
Having more technology and information isn’t enough to help workers do their jobs more efficiently and effectively. Instead, employees need the right tools to sort through the data overwhelming them, find relevant answers, and then leverage those answers to improve their performance.
Knowledge AI helps resolve this conundrum by helping workers access the key information needed to complete tasks. It encompasses the proper harvesting, governance, and tagging of content and documents to connect people with information.
All too often, this information is locked away in PowerPoint presentations, team chats, or other documents within the organization. Though the data exists, it’s not accessible when employees need it most.
Knowledge AI unearths this important data by making it easy for employees to search for answers within existing platforms, such as CRMs and work management software. By meeting employees where they’re at, they can quickly access data and find answers, without having to sort through countless pages of a document.
There are countless ways businesses can leverage knowledge AI to save time, increase productivity, and improve knowledge sharing and collaboration. Since the average employee spends 2.5 hours per daysearching for documents, proper knowledge management can play a crucial role in improving job satisfaction, employee motivation, and overall performance.
Here are two use cases for knowledge AI across industries.
Nearly 60% of buyers say that sales representatives are unable to answer their questions effectively. Similarly, 82% of B2B decision-makers believe sales reps are unprepared.
Knowledge AI can help organizations overcome these sales challenges by putting relevant information at the fingertips of sales representatives. With the power of automated tagging and categorizing, AI can help sales reps prepare for presentations, summarize key points on a product or service, draft emails, and more. Since 84% of all sales training is lost after 90 days, this tool can play a key role in improving lead generation, conversions, and overall performance.
Many call centers have significant inefficiencies that lead to high rates of employee dissatisfaction and turnover. A study at Cornell University found that 87% of call center employees report high-stress levels at work, and call center turnover rates are 18% higher than averages across all industries.
Organizations can alleviate this stress by using knowledge AI to empower employees with the information they need to do their jobs well. As it stands, many junior agents heavily rely on senior agents for help answering customer questions. They might spend long periods chatting back and forth with more experienced agents, looking for answers in online forums, or searching chats for information.
Knowledge AI can reduce this dependence and minimize onboarding time by giving employees access to answers stored in a variety of sources beyond traditional knowledge base repositories. Rather than browsing through pages of a document, AI can direct them to a specific paragraph and page, or even briefly summarize the answer. AI can also analyze recordings for quality assurance, provide a feedback loop to promote the most authoritative answers, and reduce the time customers spend waiting on hold.
With the ever-increasing adoption of ChatGPT, OpenAI, and similar tools, the knowledge management landscape will continue to become more complex. The enterprise search market is predicted to grow from $4.3 billion in 2022 to $8.12 billion in 2030, showcasing the urgent need to effectively manage and improve employee access to data.
Rightpoint is paving the way by helping organizations seamlessly blend enterprise search, AI, and knowledge management. As Microsoft’s US Partner of the Year for Employee Experience in 2022 and 2023, Rightpoint stands out for its strategic use of in-app search and AI experiences.
Rather than building new tools that must be added on top of existing interfaces, Rightpoint leverages software like Microsoft Teams, Microsoft Viva, Microsoft Syntex, Coveo, ServiceNow, Salesforce, and BA Insights to create optimized knowledge management and meet employees where they already are. The result is a solution far more valuable than a pre-packaged product with a narrow, niche focus.
Rightpoint uses the pillars of content access, governance, and intelligence to create knowledge communities, intelligent chat, and in-app search tools that help employees find answers using familiar tools. For example, Microsoft Syntex leverages AI training to auto-tag documents based on key metadata, including customer name, total cost, products used, and more. Documents can be classified based on confidentiality, security requirements, and other categories, reducing employee burden and increasing accuracy.
Rightpoint isn’t just a technology company — it’s a total experience company that provides a holistic approach to employee experience, customer experience, and product experience. From design and strategy to execution, every solution is based on the root of the business problem. Strategy teams, user experience experts, designers, and research experts come together to meet the exact business needs and achieve vertical alignment across industries. It’s a nimble, agile approach that gives organizations high-quality resources optimized for today’s challenging market.
Knowledge search is a critical tool to help modern organizations leverage AI, improve the employee experience, and give workers access to information quickly and efficiently. Tools like in-app search, knowledge harvesting, and auto-tagging can transform the way employees do their jobs, giving them more time to foster customer relationships and focus on satisfying, high-level work.
Register to watch a demo today and see how Rightpoint can revolutionize your workplace with the power of generative AI and enterprise search. We’ll highlight three user scenarios to show how knowledge AI is helping businesses obtain information more efficiently and effectively than ever before.