AI & Knowledge Management Strategy

This article is for internal use only and should not be distributed to customers.

Our AI and Knowledge Management (KM) strategy aims to improve our customer experience, streamline internal processes, enhance customer support, and optimize content management. This approach leverages structured content through advanced AI tools to ensure customers and internal teams quickly access accurate information.

We leverage this knowledge for use in our AI tools.

Knowledge Initiatives Overview

Product Documentation & Release Notes

  • What we have: User Guides, How-To articles, Integration Guides, Release Notes, and more, created by the Technical Writers

  • What's it for: Supporting customers and internal teams with comprehensive guidance, step-by-step instructions, integration details, and clear explanations of terms and concepts.

  • How we’re improving: Ensuring accuracy, usability, and easy access through a feedback process and continuously updating with each product release.

Knowledge-Centered Service (KCS)

  • What we have: How-to and troubleshooting Solution articles created by support analysts through the KCS process

  • What's it for: Immediate customer and support analyst access to verified, up-to-date solutions

  • How we're improving: Continuous refinement based on reuse and data-driven feedback

Confluence

  • What we have: Internal documentation for process and product management, including Implementation Playbooks used by SI Partners

  • What's it for: Centralized collaboration, internal documentation, and knowledge sharing.

  • How we’re improving: Standardizing documentation practices and templates to enhance discoverability and consistency across teams.

Bullhorn Launch

  • What we have: A variety of e-learning resources, including microlearnings and comprehensive courses, covering our product suite.

  • What's it for: Training employees, partners, and external customers to maximize the utilization and effectiveness of Bullhorn solutions.

  • How we’re improving: Continuously developing new e-learning modules for emerging product packages and updating existing courses to reflect the latest product changes and maintain currency.