Knowledge Base

Knowledge Base

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A Knowledge Base (KB) is a technology used to store complex structured and unstructured information used by a computer system. The term was coined in the late 1980s in the context of Expert Systems which were the first knowledge-based applications.

In the context of information technology, a knowledge base is a repository of information that provides a means for information to be collected, organized, shared, searched, and utilized. It can be used to enhance the customer service, improve the efficiency of employees, or to drive the artificial intelligence (AI) and machine learning (ML) algorithms.

The information in a knowledge base can come from many different sources, including:

  • Expert knowledge: This is knowledge acquired from people who are experts in a specific field or topic. It may be captured through interviews, documents, manuals, or other means, and then structured and stored in the knowledge base.
  • Documented processes: Information about business processes and procedures, system operations, and troubleshooting guides can be included in a knowledge base.
  • Data and analytics: Data generated by business operations and analytic systems can also be incorporated into a knowledge base. This data can provide valuable insights and can be used to make informed decisions.
  • Customer interactions: Information gathered from interactions with customers can also be part of a knowledge base. This can include information about common issues or questions, feedback, or customer preferences.

Knowledge bases can be designed for internal use (by employees) or external use (by customers). An internally-focused knowledge base might include information about company policies, procedures, and tools, while an externally-focused knowledge base might provide customers with information about products or services, troubleshooting guides, and FAQs.

In conclusion, a knowledge base is an essential tool for efficient knowledge management, as it provides a structured way to collect, store, and retrieve information, improving organizational efficiency and customer satisfaction.

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