6 Reasons Why Claude says it and CHATGPT WILL NOT Replace Knowledge Management Systems.
Knowledge Management has emerged as the key component in organization’s Generative AI strategies. If you are wondering why, I dare to suggest asking the Generative AI systems themselves for the answer. In early 2023 when ChatGPT was making all the headlines many people believed it would be capable of anything. Over the last 18 months we have learned some of the hazards of allowing GenAI systems to have free reign with questions that demand certain or exact answers. We have all become familiar with terms like ‘hallucinations’, ‘guardrails’ and ‘prompts’ that play a vital role harnessing the power of GenAI in customer service environments. Without these management tools AND a highly governed knowledge management system, GenAI systems are extremely limited in Customer Service environments.
I am sure you would expect the CEO of a world leading Customer Experience Knowledge Management System to claim it has such a pivotal role; I am biased and that affects my credibility. Well, I understand you having that view, so I went to the source to validate my point. I asked Claude “Will Claude or ChatGPT replace a Knowledge Management System” and here is the response:
“While AI language models like ChatGPT and myself (Claude) have significant capabilities, it’s unlikely that we will entirely replace traditional knowledge management systems in the near future. Instead, we’re more likely to augment and enhance these systems.”
Claude went on to explain why it believed Knowledge Management Systems will play an integral role, and here are the 6 reasons why Claude believes it and ChatGPT need to rely on traditional Knowledge Management systems:
1 Accuracy and Reliability
AI models can produce incorrect or “hallucinated” information. Traditional KMS are more reliable for critical, more factual information.
2 Source traceability
It’s often crucial to trace information back to its original source, which is challenging with AI-generated content
3 Domain-specific knowledge:
Most organizations require very specific, proprietary knowledge that may not be captured in general AI models
4 Data security and privacy
Organizations need to maintain strict control over their knowledge and data.
5 Customization
High quality KMS are designed to be highly customized to an organization’s specific needs and workflows.
6 Regulatory Compliance
In many industries, there are strict requirements for information management that current AI models can’t meet.
In many industries, there are strict requirements for information management that current AI models can’t meet.
Naturally, the KMS must be well managed with a powerful enterprise level governance framework to ensure the Generative AI system is only referring to reviewed, approved and most current knowledge AND the administrators of the KMS must ensure the organization’s confidential information is quarantined from the answer provided to a customer. Without this robust permissions management component, customers and competitors will soon learn all your organisation’s policies, procedures and intellectual property.
There is one thing Claude missed
I was very surprised by Claude’s insightful and comprehensive answer. These are ALL the important ingredients as to why Generative AI needs a Knowledge Management System but there is one element nearly always overlooked when selecting any technology…who is going to teach best practice knowledge management practices to ensure all the power of the system is being utilised to optimize the potential of the knowledge management system with GenAI.
Knowledge Management is an area of expertise that should not be underestimated.
Just purchasing a quality KMS will not guarantee success if your organisation does not value and initiate best practice principles. For that reason, organisations should ensure they partner with a reputable provider with a proven track record in successfully deploying their KMS and achieve the highest level of engagement and compliance with the system. Without this assistance your KMS investment will have a high risk of failure and significantly set back your ambitions to deploy AI.
Key takeaway
You can not trust Generative AI systems to answer your customer’s questions unless it is referring to a well-managed CX Knowledge Management system with an enterprise level governance framework. If you don’t believe me, ask Claude yourself.
The 6 key elements of a Knowledge Management system that are necessary to help engage GenAI’s power are:
1 Accuracy and Reliability
Force GenAI to only refer to your well managed knowledge to provide an answer and ban it from hallucinations (making things up if it doesn’t know the answer).
2 Source Traceability
Provide the user with a link to where it recovered the answer to provide great confidence it is correct.
3 Domain-specific Knowledge
Lock down GenAI so it only refers to the sources you approve.
4 Impose Data Security and Privacy
Take full control of what your different audiences can read. Keep confidential organisational information safe and locked down.
5 Customization
Allow your organisational brand and personality to be apparent when using Generative AI.
6 Regulatory Compliance
Ensure your organisation is free of regulatory risks by keeping control and having confidence in the answers provided to your customers.
Final, and Most Important Recommendation
Do not underestimate the importance of deploying best practice Knowledge Management principles. Partner with an organisation with a proven track record of achieving high user engagement and organisational compliance.
To chat with Brad or one of the livepro team to learn more about how livepro combines AI’s capabilities with knowledge management to equip companies with AI-assist Search and Self-service solutions.
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