Enhancing Trust in AI Through Knowledge Management

Knowledge management concept with lightbulb in cap and book

Nathan Israelsen at NICE explains how to enhance trust in AI through knowledge management.

Artificial intelligence (AI) is rapidly evolving, promising transformative impacts on our daily lives. Yet, as AI systems become increasingly sophisticated, establishing trust in their capabilities becomes paramount.

Trust in AI encompasses more than just measuring accuracy; it extends to understanding human context, values and expertise, which can be challenging to achieve.

This is precisely where knowledge management (KM) comes into play. KM systems serve as the bedrock for organizing and disseminating knowledge in various forms such as articles, FAQs and help documents.

Remarkably, research by PwC indicates that 65% of individuals seek to understand the rationale behind AI decisions. KM enables tools like AI to comprehensively understand the context, values and expertise required to establish trust within an organization.

By leveraging knowledge management, organizations bridge the gap between technology and human understanding, facilitating the establishment of trust in AI systems.

Notably, Gartner found 75% of organizations will operationalize AI by 2025, driving a 5x increase in streaming data and analytics infrastructures.

This underscores the critical role KM plays in ensuring that AI decisions align with organizational values and goals.

Comprehensive Trust in AI

In today’s landscape, AI permeates various facets of our lives—from personal assistants to e-commerce recommendation systems. However, ensuring trust in AI outputs is imperative.

Trust involves not just the reliability of results but also the assurance that AI comprehends the rationale behind its decisions. A revealed that companies implementing AI effectively can increase their profit margins by up to 60%.

For instance, consider an AI system recommending a course of action. Merely providing the correct answer isn’t sufficient; it should explain its reasoning in a manner that aligns with human thinking. This is where KM plays a pivotal role.

Research by Deloitte suggests that 90% of organizations believe KM is essential for success, with 83% considering it a strategic priority. KM empowers AI to understand the reasoning behind its recommendations, fostering trust by providing accurate and personalized results.

In conclusion, integrating knowledge management into AI systems is crucial for building trust. It enables AI to elucidate its decisions, making it easier for humans to comprehend and trust the recommendations.

As AI continues to evolve, emphasizing the role of KM ensures the development of AI systems that are not only intelligent but also trustworthy, transparent and user-friendly.

The Significance of Knowledge Management

Knowledge management (KM) is essential to teaching AI how to think and reason like humans. It involves the systematic and practical collection, organization, and utilization of an organization’s data, information and expertise.

The primary goal of KM is to capture institutional knowledge and make it available to the AI system to tap into a vast repository of information.

By leveraging KM, AI can understand the historical context and make informed decisions that align with brand expertise.

This is particularly valuable when AI needs to make critical decisions, such as in healthcare, finance or national security.

KM enables AI to access relevant data, understand the context and apply knowledge from past experiences to make decisions consistent with human decision-making.

Therefore, KM is an essential enabler for AI, as it allows the AI system to augment human decision-making by effectively utilizing institutional knowledge.

KM enables AI to learn from past experiences and access relevant data, which is critical for successfully deploying AI in various domains.

AI Assimilating Human Knowledge

An AI system with knowledge management capabilities has the potential to revolutionize various industries. In healthcare, for instance, an AI-powered system can assist medical professionals in diagnosing and treating patients.

By analyzing vast amounts of medical data and identifying patterns, an AI system can provide doctors with valuable insights, enabling them to make informed decisions.

Moreover, an AI system with KM capabilities can streamline various business processes—from customer support to product development. An AI system can enable organizations to make smarter decisions and improve its bottom line by identifying knowledge gaps and facilitating knowledge sharing.

In essence, an AI system integrated with robust knowledge management capabilities can enhance the problem-solving capabilities of organizations and individuals, enabling them to make better decisions and achieve their goals more efficiently.

Cultural Alignment in Corporate Settings

Integrating AI into workflows can bring significant benefits to the organization, such as increased productivity, improved decision-making, and enhanced customer experience.

However, to achieve these benefits, it is essential to ensure that the AI systems are designed and trained to align with the company’s culture, language and values.

Knowledge management can help by capturing and synthesizing the organizational knowledge and feeding it into the AI systems.

This enables the AI systems to understand the nuances of the company’s culture, language and values and make decisions that align with them. As a result, employees are more likely to trust the AI systems and embrace them as a valuable tool in their workflows.

Natural and Context-Aware Communication

One of the biggest challenges in developing AI technology is ensuring it is trustworthy. Trustworthy AI is characterized by its ability to act fairly, safely and transparently.

A critical aspect of trustworthy AI is its ability to communicate complex information in a way that is easily understandable and relatable to users. This is where knowledge management comes in.

Knowledge management involves providing AI systems with the ability to access relevant data and present it conversationally.

This allows the AI system to adapt its communication style to suit different user preferences and contexts, making the interaction with AI more engaging and user-friendly.

Using knowledge management techniques, AI systems can provide users with insights and recommendations tailored to their needs and preferences, ultimately helping them make better decisions.

Overall, the ability of AI to communicate complex information in a relatable manner is a critical factor in building trust between users and AI systems.

As AI technology continues to evolve, it will be essential to focus on developing AI systems that are not only intelligent but also trustworthy, transparent and user-friendly.

Take the Next Step to Leverage CX AI

Integrating AI into an organization’s workflows can be a game-changer but requires careful planning and execution.

One crucial aspect is how the AI systems are designed and trained to align with the company’s culture, language and values. This is where knowledge management can be useful.

By capturing and synthesizing the organizational knowledge and feeding it into the AI systems, the systems can better understand the nuances of the company’s culture, language and values and make decisions that align with them.

This approach not only helps AI systems be more effective but also builds trust among employees. When employees see that the AI systems are making decisions that align with the company’s culture and values, they are more likely to embrace them as a valuable tool in their workflows.

This can lead to increased productivity, improved decision-making and enhanced customer experience—all of which can positively impact the organization’s bottom line.

Take the next step to leverage CX AI.

This blog post has been re-published by kind permission of NICE – View the Original Article

For more information about NICE - visit the NICE Website

About NICE

NICE NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business.

Find out more about NICE

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: NICE

Published On: 17th May 2024
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