A Guide to GenAI-enabled Knowledge Management

Service Desk
Digital Transformation
Employee Experience
A Guide to GenAI-enabled Knowledge Management

A Guide to GenAI-enabled Knowledge Management

Service Desk
Digital Transformation
Employee Experience
A Guide to GenAI-enabled Knowledge Management

Organizations are seeing a radical change in the way they handle knowledge in this changing technological paradigm, where knowledge is both a strategic advantage and a struggle to harness. Today, Generative AI has become widely accepted and is changing how businesses handle their vast amounts of data. With the advent of GenAI's dynamic capabilities, legacy knowledge management systems—once the backbone of information organization—are fast becoming redundant. As the digital era evolves, there is no denying that GenAI-enabled knowledge management is a strategic necessity that organizations need to embrace as a solution as well as a game-changing technology.

In this in-depth guide, we will explore the state of Generative AI, how it transforms knowledge management, and how modern AITSM solutions like redefine how organizations harness information.

But before we begin, let’s start with the legacy knowledge management systems and the need for a robust knowledge management system powered by GenAI.

The Legacy Conundrum: An Overview of Change

Needless to say the challenges posed by outdated, legacy knowledge management systems were substantial when it came to companies in the not-too-distant past!

Imagine yourself in a loop, with no capacity to move about and inflexible structures that make it difficult to work. Shocking data from McKinsey's survey revealed that employees spend almost 19% of their time looking for and gathering information to perform their day-to-day work— indeed, a task that may be very frustrating. Building on this, an even more surprising reality was revealed by an IDC study: data professionals are losing 50% of their weekly time.

So what does this tell? It seems that we are caught in an odd paradox where, instead of experiencing a revolution in productivity, we are spending more time searching for information already out there, which leaves less time for the essential activities of analysis and knowledge generation.

Now, let’s look at the characteristics of legacy knowledge management systems: 

  • The Inflexibility of Legacy Systems
    In the past, traditional or legacy knowledge management systems functioned independently, battling inflexible frameworks that hindered seamless collaboration and flexibility. A McKinsey survey found that 75% of companies said their legacy systems make it difficult for them to innovate quickly and adapt to changing market conditions.
  • Manual Intervention and Maintenance
    In these systems, manual intervention was the norm, requiring employees to create, update, and organize data for long hours- a laborious and error-prone process. The reliance on human involvement made it difficult to keep up with the speed and volume of data growth. An AIIM survey found that 60% of knowledge workers spent over 20% of their workweek searching for internal information.
  • Limited Collaboration and Accessibility
    It goes without saying that the traditional knowledge management system had a hard time adjusting to the evolving nature of international cooperation and distant work. Information was frequently difficult to obtain outside the company network, inhibiting creativity and reducing production. The absence of real-time collaboration elements further hampered the lively interchange of ideas. Moreover, enterprises found it challenging to adjust to the requirements of remote work due to the restricted accessibility and collaboration capabilities of legacy technologies.. 
  • Drop in Employee Engagement
    Expectations from users increased as technology advanced. Due to their antiquated interfaces and dearth of user-friendly features, legacy systems could not engage modern users properly. According to a Gensler study, employee engagement decreased by 25% in firms with less digital collaboration capabilities than in those that adopted digital collaboration platforms. In addition to decreasing productivity, the drop in user engagement made it more difficult for the company to draw in and keep top employees.
  • The Increasing Need for Change
    Organizations had to confront these difficulties, which made a paradigm change in knowledge management necessary. Knowledge management supported by GenAI-powered emerged as a revolutionary solution due to the shortcomings of legacy systems.

The Evolution of GenAI: From Exotic to the Mainstream

A few years ago, GenAI or Generative AI was a terminology used only by early adopters and tech enthusiasts and was being addressed hushedly. Today, when we talk about organizational efficiency and employee support, GenAI is a common topic of conversation. According to a recent Deloitte survey, more than 85% of organizations actively research or leverage AI-powered solutions, indicating a swift move towards mainstream acceptance.

That being said, it's critical to understand that Generative AI a.k.a GenAI is an ever-evolving digital frontier. Frequent releases of new features are made, and this momentum doesn't seem to be winding down. Indeed, experts forecast that the rate of advancement in AI technology will only quicken in the upcoming years. For companies hoping to prosper in the digital renaissance, waiting for this development to stop is like trying to stand still in a rapidly flowing river.

GenAI-enabled Knowledge Management: A New Revolution

Gartner predicts a dramatic change: by 2025, a startling 90% of knowledge workers will have successfully incorporated AI-powered support into their processes. This is a profound change in the field of knowledge management rather than just a random tech- trend. What was before thought to be modern technology has quickly become a dominant force, changing the fundamental principles by which businesses navigate and utilize the power of information.

So here is the question, what does it mean?  This means GenAI is more than simply a next-generation tool; it's a crucial component of the future that will radically change how knowledge handling functions. The basic aspect of GenAI's revolutionary potential is its capacity to completely transform knowledge management, which has historically been difficult to navigate. Businesses have found it challenging to create, preserve, and distribute information, frequently resulting in inefficiencies and missed opportunities.

Imagine having an intelligent, agile system that grows with every interaction, replacing the heavy, traditional knowledge management methods. Introducing GenAI-enabled knowledge management system-  a revolutionary approach that increases organically with every interaction and effortlessly adjusts, avoiding the complications of using older approaches. 

A major component of GenAI-enabled knowledge management's charm is its capacity to unexpectedly simplify difficult jobs. With a modern GenAI-enabled system, knowledge is no longer restricted to the dark depths of organizational silos. It's an agile force that gives your teams the ability to not only handle information but also flourish on it.  Another study by Mckinsey reveals that organizations that invest in GenAI-enabled knowledge management solutions or Generative AI in knowledge base witness an incredible 30% reduction in time spent on information-related tasks.

Watch our Webinar to Discover How Generative AI Fuels Knowledge Management with a Simple Click!

Tips for Getting Started with Agile Knowledge Management Success

1. Easy Knowledge Sourcing Beyond Organizational Frontiers

What is the Challenge?: Knowledge management, which encompasses the complex processes of producing, preserving, and sharing information, has always been a difficult task. Employees in organizations that relied on proprietary data frequently looked outside the company for general knowledge.

GenAI Solution: Businesses can overcome the constraints of internal knowledge sources with the help of modern AITSM solutions such as Organizations may easily include external knowledge into their repository without starting from scratch by setting the system to trust particular external sources, such as Microsoft's or Adobe's websites.

2. Utilizing Existing Documentation Effortlessly

What is the Challenge?: Over time, businesses gather a variety of documents written by a variety of people with a range of goals, styles, and tones. Because this information is fragmented, it is difficult to integrate it into the workflow effectively.

GenAI Solution: GenAI streamlines the entire process by automatically curating pre-existing documentation. GenAI can extract, organize, and present the data in documents in any format—text, Excel, or PDF—logically and consistently. This saves time and costs by eliminating the requirement for manual efforts to update or redesign documents.

3. Versatility of Source and Format Agnostic

What is the Challenge?: One of the biggest challenges is organizing and managing dispersed data among several platforms and sources, including websites, intranets, Sharepoint folders, and ServiceNow Knowledge articles.

GenAI Solution: GenAI's adaptability includes handling a variety of formats and sources. With a robust GenAI-enabled knowledge management tool, organizations can easily combine data from several sources, like websites, uploaded documents, ServiceNow, and SharePoint, into a single knowledge base.

4. Improving Readability, Engagement, and Organization

Take into account the following to get the most out of GenAI-enabled knowledge management:

  • Structured Organization: To improve accessibility, methodically organize knowledge by utilizing tags, categories, and user-friendly navigation.
  • Information Enhancement: Use GenAI's powers to hone and improve information, guaranteeing coherence, relevance, and clarity.
  • Engaging Presentation: To make the information more accessible for users to understand and visually appealing, include interactive components, multimedia, and eye-catching graphics.
  • Frequent Upgrades: Ensure your knowledge management system keeps up with technological changes by staying informed about GenAI upgrades and advancements.

Click Now to Redefine Your Knowledge Game with’s GenAI brilliance.

A Step-by-Step Guide to Implementing GenAI-based Knowledge Management

Implementing Generative AI in knowledge management is undoubtedly a calculated decision that can potentially transform your organization's knowledge management process.

So let's take a look at the essential steps that will enable a smooth entry into this revolutionary field.

Step 1: Estimate the Overall Scope and Goal

Establish the broad objectives and scope of your knowledge management project first. Comprehending the extent lays the groundwork for a targeted and efficient execution.

By defining particular goals, your company can match GenAI to demands and ensure a focused and effective integration.

Step 2: Choose Relevant Departments and Determine User Segments

Decide which departments will actively participate in the knowledge management endeavour powered by GenAI. Concurrently, ascertain which particular staff demographics will be the system's primary users.

Customizing the deployment to meet every department's specific needs guarantees a tailored strategy that increases user acceptance and satisfaction.

Step 3: Collect Internal Documents

Before you start establishing the knowledge base,, collect and arrange internal documentation. This step entails organizing the organization's current information to facilitate using GenAI to improve usability and accessibility.

By maximizing organizational resource use, GenAI can build upon a strong foundation created by utilizing current internal knowledge.

Step 4: Choose External Sources

Choose reliable outside resources to add to your internal knowledge base. GenAI's capacity to gather data from a variety of sources broadens your knowledge base and guarantees a thorough understanding.

Strategically choosing outside sources helps the organization stay informed and flexible by integrating GenAI with the larger information landscape.

Step 5: Choose the Administrators and Products You Want

Determine the person who will be in charge of running the knowledge management system. Depending on the size and complexity of your company, determine if each department needs a separate administrator.

At the sametime, pick a GenAI-based knowledge base solution with care that fits the goals and requirements of your company. A smooth and successful deployment depends heavily on the selection process.

Step 6: Begin with a Pilot Project and Gather Feedback

Launch a pilot program to evaluate the GenAI-enabled knowledge management system in a controlled setting with a small number of users. To determine your strengths, limitations, and places for improvement, get customer input.

Through real-world usage and user insights, the pilot phase serves as an invaluable testing ground for enterprises looking to fine-tune their systems.

Step 7 : Understand Knowledge Gaps and the Clutter Index using Product Analytics

Use product analytics tools to learn more about the clutter index and knowledge gaps. The system's data can be analyzed to find places where information might be confusing or absent.

In order to ensure that the knowledge management system is in line with user needs and organizational objectives, product analytics are essential for system optimization and refinement.

Step 8: Go Live and Keep Improving Based on Feedback

Go from the pilot phase to the live implementation of GenAI-enabled knowledge management using analytics and insights. Maintain the process of gathering and acting upon user feedback to promote a continuous improvement culture.

After the system is launched, the journey doesn't end; continuous improvement based on user feedback and new requirements guarantees continued efficacy and relevance.'s GenAI-Enabled Knowledge Management in Action

Being a modern AITSM solution, redefines employee support through seamless integration with MS Teams. At the core of  's innovation lies the first pillar—GenAI Enabled Agile Knowledge Management—an embodiment of our dedication to leveraging the potential of Generative AI and automation. 

What does this mean for your organization? It goes beyond mere efficiency; it embodies adaptability and proactivity in managing and utilizing knowledge. Our AI goes beyond analyzing patterns; it learns from interactions, evolving continuously to ensure that your IT support remains at the forefront of technological advancements

Let's examine works and the reasons why your support teams need it:

  • It Helps to Enhance the Performance of Your Support Teams's knowledge management system is a powerful and innovative knowledge base designed for accuracy and usability, making your support agents  or technicians superheroes.
  • It is Reliable, Intelligent GenAI's GenAI, supported by a reliable SideKick, guarantees competence in combating false information and delivering accurate information.
  • It has Efficient Multi-LLM GenAI System
    Utilize multi-LLM capabilities to take advantage of the power of Generative AI and create a superbrain that learns, adapts, and evolves to deliver the most accurate and relevant solutions.
  • It has Employee-Friendly Interface
    Developed with the end-user in mind,'s GenAI-enabled knowledge management software offers an intuitive and user-friendly interface. Employee adoption happens quickly because of its accessibility and simplicity of use, which reduce the learning curve compared to other alternatives.
  • It Helps Easily Setting Up the Knowledge’s easy setup allows your support agents to leap into action with the knowledge they require swiftly.


In short, knowledge management, which previously was a daunting task, opens up a world of possibilities in this digital era. Organizations can achieve long-term success by integrating GenAI as a strategic decision, rather than just a choice. The statistics from reputable sources highlight that we are not merely witnessing a shift; we are standing at the forefront of a revolution—a revolution where intelligence and adaptability unite for organizational progress.

Indeed, implementing Generative AI-powered knowledge management into practice is a deliberate effort that requires careful planning and adaptability. The above-mentioned step-by-step processes will allow organizations to fully utilize GenAI and build an intelligent, robust and sustainable knowledge management ecosystem that will drive future productivity and innovation.

Empower your Support Team with's GenAI-enabled Knowledge Management System. Schedule a Demo Today 


1. What is GenAI-enabled knowledge management?
The term "GenAI-enabled knowledge management" describes how Generative AI is incorporated into an organization's internal processes for information organization, access, and utilization. It uses Generative AI's dynamic powers to improve on traditional knowledge management systems.

2. What distinguishes traditional knowledge management systems from GenAI?

In contrast to static, traditional information management systems, GenAI is more responsive and intuitive due to its capacity to adapt, learn, and anticipate user demands dynamically.

3. What benefits can GenAI offer knowledge management?

GenAI brings advantages such as intelligent search capabilities, personalized learning, dynamic content generation, and the ability to adapt to evolving information needs, making knowledge management more efficient and user-centric.
4. What role does Generative AI play in organizational innovation?

By facilitating information access, enabling the creation of innovative material, and offering insights that can inspire fresh concepts, Generative AI promotes creativity. Its adaptable qualities support an innovative and always-improving culture.

5. Is GenAI affordable for companies of all sizes?

Cost-effectiveness is frequently influenced by GenAI's efficiency, adaptability, and long-term advantages, even though implementation costs may differ. It can optimize resource utilization and lower operating costs over time by streamlining knowledge management procedures.

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