Knowledge Management Technology

Knowledge management tell us how important knowledge are for all of us, without knowledge mankind cannot survive and we will be living in a world of chaos. Therefore, this world need knowledge to sustain and carry on. There are many ways that can be used to manage knowledge, in older time knowledge are stored and recorded in books or convey from people to people, but now with the help of information technology, knowledge can be manage much more easily.

Knowledge management technologies are information technologies used to facilitate the knowledge management, which emphasize more on managing knowledge than processing information. Knowledge management technologies is crucial because knowledge management requires technologies to support new strategies, processes and techniques to create, share and apply the best knowledge in anytime and anyplace. Where the knowledge can be flow through the whole organizations. There are many technologies that support knowledge management for example, the artificial intelligence, expert system, decision support systems and even the web 2.0 tools.

Moreover, knowledge management technologies can be used in the knowledge management process, including knowledge creation, knowledge storage and knowledge transfer. Information technologies such as data mining and learning tools enables the combining of new knowledge resources and just-in-time learning for knowledge creation. For the knowledge storage, information technologies such as knowledge repositories and databases support the group knowledge access from individual to the entire organization. While for the knowledge transfer, information technologies such as discussion forums and knowledge directories provide more communication channels as well as faster access to the knowledge sources.

With all the useful functions provided by knowledge management technologies, it do bring a lots of benefits to us. Such as: -

• More effective knowledge storing
• Quicker problem solving
• Faster decision-making process
• Better communication
• Better knowledge sharing and capturing

Here are some companies which used knowledge management technologies in their businesses.

MICROSOFT

First of all, Microsoft, one of the most famous multinational technology company based in America. Microsoft developed its first knowledge management technology in year 2006, which is a knowledge collaboration platform called as SharePoint. SharePoint is an intranet designed to collect information about customer engagements and make the knowledge available to the members of the company. In year 2013, Microsoft successfully moved the platform to the cloud using the Microsoft 365 and SharePoint Online. Where both the Microsoft 365 and SharePoint Online becoming the knowledge management technologies for the company members to access, share, and create knowledge from anywhere, anytime and on any devices.

AMAZON

Amazon, another multinational technology based in America, also uses knowledge management technology for its business. Amazon developed Amazon Connect as the knowledge management technology for its company. Amazon Connect is a system which combines the artificial intelligence, knowledge repository and voice recognition technology. Amazon Connect act as the customers support for the company. Moreover, Amazon Connect uses data from Amazon.com transactions to inform and update the delivery time for the customers. It also uses a database of historical customer service interactions to provide answers to frequently asked questions. Most importantly it also uses voice recognition and historical interaction data to direct calls to the appropriate live customer service representatives. Therefore, Amazon is using its knowledge management technology to capture knowledge, sharing knowledge and enhance its customer service.