Embracing the AI Revolution: Transforming Knowledge Work - TOGETHER! – Post 3: Finding Experts
During his session at the Knowledge Summit Dublin, Darryl Wing shared the Fluor case study, highlighting how AI helps to know who knows what within the organization.
For many years, we relied on KnowledgeJunctions within organizations—individuals who knew the go-to experts for various needs. Despite advancements like CommunitiesOfPractice, ExpertMaps, and FederatedSearch engines, pinpointing the right expert for specific topics remained unresolved.
The AI coalition, an initiative of ROM Global, has prioritized this need as one of the three most essential needs of knowledge workers.
Under the leadership of Israel Fischer, we assembled a team from ROM and partners (Mott-McDonald, Siemens, Mount-Quest Foundation) to define a new SLA for knowledge work: S: Smarter solutions; L: improved Looks (UX); and A: Agile solutions that are more customizable and flexible.
We explored how GEN AI can enhance expert finding in these dimensions:
Key Learnings:
a.SMART:
Enhanced Discovery: GEN AI can identify more experts by analyzing document authors, meeting minutes, and other sources, independent of who typed the information.
Prioritization: It can prioritize experts based on the type of expertise needed (practitioner, formal knowledge, etc.) and add reliability factors based on source credibility.
Contextual Recommendations: GEN AI can suggest the best expert or combination of experts for specific scenarios and contexts.
b.Looks:
Creative Representation: Experts can be presented as avatars, heat maps, or other visual formats. Connections between experts can be mapped out for better understanding.
Visual Justification: Once an expert is selected, all relevant information and justifications can be visually presented, making the selection process intuitive and informative.
c. Agile:
User-Centric Customization: The system can tailor expert lists based on user profiles or habits, prioritizing those with relevant characteristics or higher helpfulness.
Interactive Exploration: Users can toggle between different presentation formats, engaging actively with the data to find the best expert for their needs.
I do believe that GEN AI won't replace our experts but make them more accessible, enabling us to create more value together!