Knowledge Bases Can Be Simplified With AI Tools Like iDocIt

When OpenAI launched ChatGPT at the end of 2022 it changed how the general public understood artificial intelligence (AI) – in particular how Generative AI could be used to create responses to questions in real-time. Many people started searching for information and found that the responses from these AI systems were much better than from traditional search engines.

It’s easy to understand why. If you go to Google and search for “history of London” then it responds with a link to Wikipedia, various history websites, and some history books on Amazon. If you go to a service such as ChatGPT and ask the same question then it will create a short article answering the question – instead of getting a book recommendation you get the history of London in a few hundred words. They do the summary immediately.

These Large Language Model systems (LLMs) have been trained on vast amounts of data that is publicly accessible online — so you can assume that ChatGPT knows everything that can be found in Wikipedia and many other online resources. You can ask it almost anything.

These same principles can be applied inside companies now. Every business has a vast library of information detailing products, services, and business processes. You will have a collection of contracts and agreements and most of them are filed away and never looked at.

Some companies maintain a Frequently Asked Questions (FAQ) database of the most common questions their customers ask – with the solution or answer. This helps companies to interact with their customers because the person talking to the customer can search the FAQ. It can also be used when onboarding new team members because it describes the most common problems – it can act as a training guide.

These FAQs and libraries of information can be vast. Imagine searching through the product specifications for a company that has been around for many decades. The information may be in there, however almost impossible to find with a traditional search based on key words. But what you need is just to feed all the information into the system and then ask it a question using natural language. Let the AI study the data and create a summary of the information you require.

Imagine the power of this for a company with many different products. If a customer buys a new smart TV, has a problem with it and calls for support, then they can directly question the entire knowledge base of the company or they can talk to a customer service agent who has access to all this knowledge via an AI support tool. Knowledge of every product and every question customers ask is immediately available.

IBA Group developed a solution called iDocIt. This is a tool that can be trained by feeding it documents and then allows the user to ask questions using natural language. If you have a question about a product or contract and you have fed all those details into the system then it will be able to give you an answer immediately.

Remember the contrast between the search results and AI when asking about history? This is the contrast between searching a huge knowledge base using keywords and just asking iDocIt to answer a question. It’s simple, easy to use, and immediate.

For more information about iDocIt, please click here. Follow IBA Group on LinkedIn for regular updates and comment.