Chatbot Best Practices - Webinar Overflow Questions Answered

In our last executive round table, on Knowledge Engineering, Knowledge Management, and Chatbots, we had a number of great questions that we were unable to get to during the webinar. In this post, those questions get answered.

Training AI-driven Support Bots to Deliver the Next Generation of Customer Experience

A good digital experience is about facilitating information flows between the organization and its customers. Whether answering questions on community bulletin boards, self service through FAQ’s, email communications, interactions with call center agents or text exchanges with bots, the objective is to give customers the information they need to use a product, make a selection, solve a problem and achieve their overall goal.

Knowledge Management's Rebirth as Knowledge Engineering for Artificial Intelligence

Use knowledge engineering to move steadily toward artificial intelligence.

Taking Knowledge Management to the Next Level: Go Back to Basics

It is time to start thinking about knowledge management differently. 

Many new and emerging means of leveraging knowledge are now on the table - think cognitive computing and chatbots.  These tools and new capabilities are being extended outward to the entire enterprise.   However, bad data cannot be thrown into an algorithm and magically produce results for a business process, no matter how “smart” the algorithm is at parsing and organizing information.

In this ebook you'll learn:

Knowledge Management and User Engagement – Weaving the Experience into Work Practices

Organizations are maturing in their understanding of knowledge management.  But true engagement and acceptance is still a major obstacle to success 

Knowledge Management for Healthcare and Life Sciences

Knowledge management is advancing on many fronts, but many organizations have neglected the foundational systems that help people collaborate.  Intranets and knowledge bases do not receive adequate funding, and technology vendors are promising that the next generation of tools will make the basics unnecessary.  Even organizations that are relatively mature in KM complain that their users cannot find what they need.  These organizations are therefore missing key elements in their programs. 



Houston, TX

 Artificial Intelligence (AI) researchers and experts have been focusing on machine learning as a way to improve capabilities of technology to interpret human intent and deal with ambiguity. But many emerging AI applications miss the role and importance of good old fashioned knowledge engineering. In fact some prominent, respected experts dismiss it as a misguided approach. Nothing could be further from the truth. KM is a crucial component of AI. This session will share a brief history of and advances in machine intelligence and how AI is embedded in almost every system and application in use today. You will explore the role of supervised and unsupervised learning and how knowledge architecture is part of every solution even when technology vendors say it’s not. Attendees will leave with a better understanding of how their current approaches fit in the AI technology landscape and how to continue to build a foundation to support current user needs and develop the needed infrastructure for next generation KM.

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Back to Basics: Getting to the Next Level in Knowledge Management

Is your knowledge management system like a superhighway without adequate on-ramps? In other words, lots of great information but no way to access and leverage information in a useful and practical way?

Knowledge Management in Healthcare and Life Sciences

In the age of observational outcomes, skyrocketing healthcare costs and personalized medicine, applied knowledge impacts every aspect of the industry. 

I recently started reading The Rational Optimist by NY Times Best Selling author Matt Ridley.  The subtitle is How Prosperity Evolves, and the first few chapters are devoted to comparisons of our modern living standards with prior historical and economic eras, going back through antiquity and prehistory.

Designing an Information Management System for Your Employees

This article originally appeared on September 14, 2016 on

In an ideal world, enterprise information management (EIM) systems provide every employee with a comprehensive view of all available information resources.

But we don't live in an ideal world.