Reposted with permission from Nick Milton at Knoco stories
How will the development of Artificial Intelligence affect the role of the Knowledge Manager?
There is a lot of discussion on Artificial Intelligence as part of Knowledge Management, and the use of powerful computing to replace the reliance on experts. As discussed here, the expert, in a rule-based scenario, is seldom better than a smart computer, and the computers are closing the gap that remains. Is there still a role for KM and the Knowledge manager as the computers get smarter?
Take the vision below, from an IBM Watson TV commercial.
Here the company expert, Jack, is on holiday and is replaced by Watson, who can give advice just as good as Jack’s, and in some cases, in Jack’s own words. Engineers using Watson can “access 30 years of experience in seconds” according to the commercial, which is exactly what we are seeking for in KM. Knowledge which used to live only in the expert engineer’s head is now available to all at the point of need. Knowledge, through the application of AI, has become common property, easily accessed.
The benefits of this use of AI are considerable (please note that I am not, in this post, addressing the use of AI to search for correlations and patterns in big datasets; I am looking more at the retrieval of actionable advice).
What AI is doing here is automating the supply chain for knowledge, and removing the bottleneck which the expert previous represented. It represents some of the automated augmentation of knowledge work that will help increase the productivity of the knowledge worker, and help up meet Drucker’s “50-fold productivity increase” challenge.
As a result, the knowledge workers get quicker access to better knowledge, the organisation is protected against the loss of experts and the risk of problems onsite, and more can be done with fewer people.
It is probably inevitable that the number of knowledge workers will decrease as this sort of AI-related augmentation is used more and more. Think for example of the reduction in support-centre staff as the use of AI chatbots and technology such as Watson is used to answer customer queries, rather relying on human staff drawing on a Knowledge Base platform.
But what about the knowledge managers? Will they still have a job in the new world?
Yes, they definitely will. Continue reading