Published: 05-Oct-2024 |
| Companies already have CIOs, chief information officers. They handle all IT issues and more. I think in the future we will start seeing CKOs, chief knowledge officers. They will be responsible for collecting and managing all company knowledge. I'm working on a project for a client. The aim is to handle customer support by putting all company knowledge onto ChatGPT. I started with the website. It's a great company, but amazing how inconsistent the Information is on the site. Most websites we visit have broken links. Some pages are not up to date. Also, as we gather more and more data, we see the conflict between company knowledge and their website. The chief knowledge officer will need to gather internal support documents and we will reconcile all data. We estimate that a website will only contain about 20% of knowledge to handle all customer queries. This is a very good start. The rest of the knowledge for customer support comes from internal documents like user manuals. The interesting thing is we have a good idea of the popular support queries, but there are always new queries from customers. Our approach is to look at every support query by customers via the internal ChatGPT and provide responses to ChatGPT that it will use in the future. |