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CHATBOTS CONNECT THE KNOWLEDGE SHARING DOTS IN THE MODERN WORKPLACE

By Tim Kulp | Sep 1, 2021

CHANNEL: Digital Workplace



PHOTO: Maria Bobrova | unsplash

Once upon a time, we had a home and a workplace. Today the office can be
anywhere. Given that, how are you enabling your team to share the stories of
business? How are you enabling your business to retain and grow its “tribal
knowledge” (a.k.a. corporate knowledge management) of what is happening? 

Tools like Microsoft Teams or Slack are at the heart of many businesses today.
These platforms have become the watercooler, the conference room, the hallway —
and they can also be your storytelling platform to grow that tribal knowledge in
your company. But spaces like Slack and Teams have another unexpected benefit:
their ability to connect to your CRM.  

Yes, that behemoth sitting in the center of your business that collects
information about everything from inventory to accounting. Your CRM (or ERP as
another important data store) is a major knowledge repository of your business
with all the data about how your business operates, who you are doing business
with, what you are doing with them, and countless other data points. Teams and
Slack aren’t just places for your team members to communicate with each other,
Teams and Slack are places where your humans can talk to your systems. 


CHATBOTS: CONNECTING TEAM MEMBERS TO KNOWLEDGE

For your company, tribal knowledge is traditionally built by the team members
who interact with the business. But, with advances in artificial intelligence
and tools like Microsoft’s Power Virtual Agent, you can add digital tribe
members in the form of chatbots, who can share the knowledge found within your
data with human team members. 



Chatbots don't replace human chats or watercooler connections. Instead, they
amplify those conversations by providing people with the answers to their
questions found in the tribal knowledge within your CRM system.  

Imagine having someone who knows everything about your business available on
call to answer any question you could have. Many businesses are seeing people
like this leave their organization as part of the “Great Resignation." And when
they walk out the door, they take all of their accumulated institutional
knowledge with them. Business will lose the people who know everything from who
bought that one project ten years ago to who always pays their bills late. Your
CRM knows this information and if everyone is already working in Teams or Slack,
why make team members jump out of context of their conversations to go look up
some piece of information. 

Related Article: One Business Outcome of the Pandemic: Organizational Knowledge
Loss


KNOWLEDGE MANAGEMENT IN THE AGE OF ECOSYSTEMS

Your CRM is a massive repository of knowledge for your company. It is likely a
core source of truth for your business and contains valuable data. Leveraging
chatbots to access the data using question and answer style conversations can
help make that knowledge more accessible to people throughout your organization
in a platform your team is already working in. Providing a chatbot that can
answer questions around account status, billing information, customer service or
similar helps team members access information quickly while in the context of
their normal work environment.  

Beyond your CRM, chatbots can tap into your business ecosystem in a way that
only the most experienced tribe members could. Imagine being able to access
knowledge that is in other applications, other systems within your business.
Perhaps you have a home-grown help desk system. You could ask the chatbot about
account status in preparation for an account wellness check. The chatbot,
looking into your help desk system could tell you information that isn’t in the
CRM like "watch out, they have a support ticket that’s been open for 2 months."
Ouch! Expect that to come up in the conversation.  

Your CRM is a knowledge repository, but so are all the other applications that
run your business. So are the applications that run your partner’s business and
as COVID-19 taught us, ecosystems drive business. A break down in your ecosystem
will impact you. Your chatbot can access knowledge outside of your normal tribe.
It can access information within your ecosystem in real-time to inform your
team, inform your CRM, of what’s happening so the business can adjust as
needed. 


IF YOUR CRM IS YOUR KNOWLEDGE STORE, CHATBOTS ARE … 

Think of your CRM as the library of your business. It has all the information
about your business (or it should). If your CRM is your library, your chatbots
should be your librarians. Use chatbots to help your team locate information
they need and discover stories they didn’t know existed.  

There are many technology tools available to connect your CRM to tools like
Teams or Slack in conversational interfaces. The place to start isn’t the
technology, it is the conversation. What are the questions you want to ask the
chatbot? What is the personality of the chatbot? How does the chatbot connect a
human to another human? An example of this could be when someone asks the
chatbot about an account. At some point, the chatbot should connect the human to
the account manager on record in the CRM so they can continue the conversation. 

The librarian has some answers and can guide you to knowledge, but as many
librarians have told me, their job is to inspire discovery. Your chatbot should
do the same. Allow it to provide some answers and connect the right people in
the right moment so that together, the humans can be inspired to discover
knowledge and share it with the tribe. 

Related Article: Chatbots Belong in the Workplace (Provided They're
Well-Designed)


YOUR TRIBE JUST GOT BIGGER 

In modern business, no business is an island. No tribe stands alone. Your
ability to collect, share and adapt tribal knowledge will be a market
differentiator. Your CRM is currently collecting many stories, data and
interactions about your business. Your team is working in conversational
interface tools like Microsoft Teams and Slack. Leverage this new digital office
environment with chatbots to turn your CRM into a library of knowledge for your
team. Recruit your chatbots to be digital tribe members who are collecting
knowledge, sharing it and inspiring discovery within your human tribe members. 


ABOUT THE AUTHOR



Tim Kulp is the Chief Innovation Officer at Mind Over Machines and a member of
the Forbes Tech Council. He's trying to change the world.

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   Thanks for the thoughtful response Ted. Can see how an internal community
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   Struggling to Unlock the Potential of Employee Advocacy? · 12 hours ago

 * Cristi Salanti
   
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   Who Should Own the Digital Workplace? · 19 hours ago

 * Shreyash Patel
   
   Nice article. You are right buddy that Google Trends is one of the best tools
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Recent Comments
 * Ted Rubin
   
   👍🏻
   
   Struggling to Unlock the Potential of Employee Advocacy? · 12 hours ago

 * SiobhanF
   
   Thanks for the thoughtful response Ted. Can see how an internal community
   could bring even more authenticity, commitment and passion to any efforts —
   be they employee advocacy or other
   
   Struggling to Unlock the Potential of Employee Advocacy? · 12 hours ago

 * Cristi Salanti
   
   Thanks a lot for the feedback, Andrew! If one only focuses the DWP on the
   headquarter guys and some broad services as HR or IT, than you are missing
   the greatest opportunity for improvement in the...
   
   Who Should Own the Digital Workplace? · 19 hours ago

 * Shreyash Patel
   
   Nice article. You are right buddy that Google Trends is one of the best tools
   showing the search volume of your selected keywords over time and also allows
   comparisons of one keyword against...
   
   How to Improve SEO Through Keyword Mapping · 1 day ago

 * Andrew
   
   Good article, Cristian. For me, the key questions you raise here are 'who is
   this DWP for?' and 'what is the purpose of this DWP?' Many DWPs are focused
   on collaboration amongst corporate...
   
   Who Should Own the Digital Workplace? · 1 day ago

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