Generative AI is getting all the attention, headlines, and industry hype. Organizations are looking at how it can be used to create better employee and customer experiences by unlocking the potential stored in the vast troves of unstructured data that house knowledge assets. We will begin by providing an overview of the fundamental concepts and advances in generative AI, followed by an in-depth examination of the importance of knowledge management in developing, implementing, and improving these systems. We’ll discuss knowledge management approaches for the organization and retrieval of information, how retrieval fits in with content generation, and the challenges and opportunities it presents for the enterprise.

1. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
WEBINAR
WEBINAR
SPEAKERS
Unlocking the Power of Generative AI: The Critical
Role of Knowledge Management
SETH EARLEY
CEO & FOUNDER
EARLEY INFORMATION SCIENCE
THANK YOU
DAN TURCHIN
CEO & FOUNDER
PEOPLEREIGN

2. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Today’s Speakers
2
DanTurchin
Founder & CEO
PeopleReign
dan@peoplereign.io
https://www.linkedin.com/in/dturchin/
Seth Earley
Founder & CEO
Earley Information Science
Seth@earley.com
https://www.linkedin.com/in/sethearley/

3. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
BeforeWe Get Started
WE ARE
RECORDING
SESSION WILL BE
45 MINUTES
WITH 10 MINUTES
FOR Q&A
YOUR INPUT IS
VALUED
Link to recording & slides
will be sent by email after
the webinar
Use the Q&A box to
submit questions
Participate in the polls
during the webinar
Feedback survey afterward
(~1.5 minutes)
Thank you to our media partners : CMSWire & Marketing AI Institute
3

4. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Agenda
4
• Why Now?The Great Reawakening
• The Impact of Generative AI
• Morgan Stanley – Knowledge with Generative AI
• Challenges (and Fixes) for Generative AI
• Training the system with knowledge
• AI and the Employee Experience
• Generalized versus Specialized Language Models
• Create Once, Publish Everywhere: Master Data for
Knowledge
• Improving Knowledge Hygiene
• AssessingYour Knowledge for AI

5. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
About Earley
Information Science
5
Effecting Digital
Transformation For More
Than 100 Brands
Proven methodologies for organizing data
and information to extract insights and
take action.
SELL
MORE
PRODUCT
SERVICE
CUSTOMERS
EFFICIENTLY
INNOVATE
FASTER
1994
YEAR FOUNDED.
Boston
HEADQUARTERED.
50+
SPECIALISTS & GROWING.

6. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved. 6
PeopleReign is the conversational AI platform
that automates the resolution of IT and HR
issues for employees.
About PeopleReign
Intelligent automation is changing the world of work.

7. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Poll:Are you using or considering ChatGPT in your organization?
7
1. Initial investigation
2. Small scale PoC’s
3. Deployed internally for employee support
4. Deployed internally for customer support
5. Deployed externally for customer support
6. None of the above

8. © Copyright PeopleReign 2023 PeopleReign.io | @PeopleReign | info@peoplereign.io 8
WHY AI? WHY NOW?
THE GREAT REAWAKENING
👊
👏
🙌
👍
IT’S
ALL
ABOUT
YOU!
SOCIAL CULTURAL
EXISTENTIAL
TECHNOLOGICAL

9. © Copyright PeopleReign 2023 PeopleReign.io | @PeopleReign | info@peoplereign.io 9
THE SOCIETAL IMPACT OF GENERATIVE AI
QUESTIONS LEADERS WILL BE EXPECTED TO ADDRESS
Existential
Pragmatic
Now
2100
2030
Algorithmic
accountability
Geopolitics
Privacy and safety
IP infringement
Publishers vs.
distributors
Class warfare
Biased input
Mental health
Explainability
Commercialization
Singularity

10. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Morgan Stanley using GPT
-4 to organize knowledge
10
Generative AI creates content, Morgan Stanley (and most orgs) need to
retrieve and process their own content.
https://openai.com/customer-stories/morgan-stanley -
“…content library with
hundreds of thousands
of pages… investment
strategies, market
research… insights…”
“… internal-facing
chatbot that performs a
comprehensive search
of … content”
“… across many internal
sites, requiring advisors
to scan through a great
deal of information to
find answers to specific
questions”
”… capability to access,
process and synthesize
content… .”

11. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Challenges* and Fixes**
11
Pattern recognition and prediction can be biased
Lack of org specific knowledge
Increases risks in regulated industries
Proprietary IP cannot be ingested to train an LLM
Filter out inappropriate or unsuitable
content/sources
Detect biased answers
Create audit trails for governance
Document sources and access mechanisms
Train on (access) enterprise content
Understand enterprise-specific terms
LLMs incl generalized concept and term relationships
Potential for inappropriate or dangerous content
Provide configurable confidence thresholds
inaccurate results without specific reference sources
**Source PeopleReign
*Source Earley Information Science

12. Copyright © 2023 Earley Information Science, Inc. All Rights Reserved.
www.earley.com
www.earley.com
GenerativeAI
12
Creates new, original content
Trained to learn the patterns and relationships
Learned knowledge generates new content
(Not a copy of the training data).
This means that the knowledge of the organization
needs to be referenced by the technology
*Source: ChatGPT

13. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Poll:What is the policy of your organization around ChatGPT and
similar LLMs?
13
1. ChatGPT and other LLMs
banned/prohibited
2. Allowed with restrictions
3. No restrictions at all
4. Something else (let us know in chat)

14. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Generation vs Retrieval
14
User query
Process query
using LLM to
understand user
intent
Generate response based
on LLMs understanding of
language patterns and
concept relationships
Retrieve response based
on querying organizational
knowledge and content
Process response
using LLM to provide
conversational
format
Uses publicly
available information
Uses proprietary
information and
nonpublic IP
Does not compromise
or expose IP
LLMs used to
process query and
present results

15. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved. 15
HOW GENERATIVE AI IMPROVES THE EMPLOYEE EXPERIENCE
IT and HR service
Talent management
Training and development
Content reviews
Process automation
Resource planning
Onboarding
Offboarding

16. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Generalized vs Specialized Language Models
16
Organization
Industry
Generalized LLMs: GPT 3, GPT 4, LaMDA, BERT
Life Sciences: Gatortron, SciBERT, BioNeMo, MED PALM-2,
BioMegatron, Med-BERT, BioGPT, MedGPT, ChemGPT
Fintech: Bloomberg LLM, FIBO LLM
Legal: LexisNexis LLM
And more.
Enterprise Ontology with company specific lexicons

17. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Knowledge is Fragmented
17
Engineering
Product lifecycle
management and
technical documentation
Proposal Processes
Content authoring, content
management systems
Marketing
Campaign management,
go to market planning,
offerings development
Sales
Proposal development,
presales support
Support
Self service content, call
center support content
Demand Gen
Content authoring, content
management systems
Presales Support
Pitch decks, demonstration
scripts
Collateral Development
Sales asset management
Content Operations
Content authoring, content
management systems
Email Marketing
Content authoring, content
management systems
Product Data Operations
Product content, product
information
Digital Operations
Content authoring, content
management systems
Field Service
Field service management
systems
Self Service Support
Knowledge curation, knowledge
bases
Promotion Management
Regional Marketing
Engineering Content
Operations
Lifecycle mgt, support,
manufacturing processes
Call Center
Content authoring, content
management systems
AI/ Cognitive Assistant
Content Operations

18. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Engineering
Product lifecycle
management and
technical documentation
AIWill Lead to More Fragmentation
18
Proposal Processes
Content authoring, content
management systems
Marketing
Campaign management,
go to market planning,
offerings development
Sales
Proposal development,
presales support
Support
Self service content, call
center support content
Demand Gen
Content authoring, content
management systems
Presales Support
Pitch decks, demonstration
scripts
Collateral Development
Sales asset management
Content Operations
Content authoring, content
management systems
Email Marketing
Content authoring, content
management systems
Product Data Operations
Product content, product
information
Digital Operations
Content authoring, content
management systems
Field Service
Field service management
systems
Self Service Support
Knowledge curation, knowledge
bases
Promotion Management
Regional Marketing
AI/ Cognitive Assistant
Content Operations
Engineering Content
Operations
Lifecycle mgt, support,
manufacturing processes
Call Center
Content authoring, content
management systems
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations
AI/ Cognitive
Assistant Content
Operations

19. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Unless Componentization and COPE isAdopted
19
Engineering
Content Operations
Product lifecycle
management and technical
documentation
Content authoring, content
management systems, including
Sales
Marketing
Campaign management, go
to market planning, offerings
development
Proposal development,
presales support
Support
Self service content, call
center support content
Create Once, Publish Everywhere
(COPE)
AI/ Cognitive
Assistant Content
Operations

20. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Poll:Is your organization using LLMs to access knowledge?
20
1. Not being considered
2. Under consideration
3. In production

21. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Improving Knowledge Hygiene
21
Analyze support tickets to understand:
1. The nature of requests
2. Resolution details
Look for repeat issues with unambiguous steps to resolve.
Metrics
Volume of requests, time to resolution, hours spent on resolution, whether
tickets were reassigned to other resources, customer satisfaction, urgency,
priority
The quality of Generative AI is dependent on the quality of knowledge

22. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
AI ReadinessAssessment
22
Is your knowledge ready for AI?
GET STARTED
A KM readiness for AI sprint will quickly identify the issues and
challenges that would hinder the adoption of generative AI
using enterprise knowledge
This rapid results sprint consists of the following:
• Identify key sources of knowledge
• Review knowledge intensive processes
• Develop knowledge quality score
• Evaluate current state readiness for AI
• Deliver findings and recommendations readout
• Create PoC plan for chat access of knowledge using LLM’s

23. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved. 23
Exclusive: Missed Opportunities for Service Desks: End
User and IT & HR Practitioner Research
Get THE EXECUTIVE SUMMARY
go.peoplereign.io/2023-employee-experience-survey
REGISTER FOR UPCOMING WEBINARS
go.peoplereign.io/resources
AI And The Future Of Work Podcast
Join Host Dan Turchin, PeopleReign CEO, as he explores
how AI is changing the workplace
https://podcasts.apple.com/us/podcast/ai-and-the-future-of-
work/id1476885647

24. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Q&A
24

25. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Have a conversation
seth@earley.com
dan@peoplereign.io
25

26. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Additional Reading
26
From Earley Information Science
• Conversation with ChatGPT on Enterprise Knowledge Management
• https://www.earley.com/insights/conversation-with-chatgpt-on-enterprise-knowledge-
management
• The Future of Bots and DigitalTransformation – Is ChatGPT a Game Changer?
• https://www.earley.com/insights/the-future-of-bots-and-digital-transformation-is-
chatgpt-a-game-changer
• Knowledge Engineering, Knowledge Management and AI Assistants
• https://www.earley.com/insights/knowledge-engineering-knowledge-management-and-
ai-assistants
Podcast:
[Earley AI Podcast] Episode 26: Daniel Faggella
• https://www.earley.com/insights/earley-ai-podcast-episode-26-daniel-faggella

27. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
EarleyAI Podcast
27
Listen to the Earley AI Podcast to explore what's
emerging in technology, data science, and
enterprise applications for artificial intelligence and
machine learning and how to get from early-stage
AI projects to fully mature applications.
Found wherever you listen to podcasts, including…
Henrik Hahn,
Chief Digital Officer,
Evonik
Dr. Mark Maybury, former
CTO at Stanley, Black &
Decker
RECENT EPISODES

28. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Contact
28
Seth Earley
Founder & CEO
Earley Information Science
Seth@earley.com
https://www.linkedin.com/in/sethearley/
Cell: 781-820-8080
Web: www.earley.com

29. www.earley.com © 2023 Earley Information Science, Inc. All Rights Reserved.
Thanks!
29