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Predictive Knowledge Sharing - Kaleo
- 2. Predictive Knowledge Sharing Ask questions. Get answers. Share knowledge.
- 3. Problem Getting people to change is hard! •You train people… they forget •You invest in technology & resources for people… they don’t use them •You make experts available to help people… yet they ask the same questions over and over
- 5. In a perfect world…
- 6. Everyone would have perfect recall from training and they’d put best-practices to work immediately
- 7. Everyone would know where to turn when they had job-critical questions
- 8. …and when you need people to adopt a new practice, it would ripple through your company like a virus
- 9. Kaleo Solution Predictive knowledge sharing 1. Enterprise-wide Q&A application provides self–service, generates ’know-how’ repository and relieves pressure on Subject Matter Experts 1. Machine learning looks for knowledge sharing patterns in the data 1. Emails and alerts intelligently send answers to other employees even before they ask Collect AnalyzeShare
- 10. A: FXP SPOC in Las Vegas is John Smith. Click here for a full list of SPOCs. How it works Q&A Connects Employee, Expert & Content Q: Who is the FXP SPOC in Las Vegas? ?
- 11. A How it works Q&A Connects Employee, Expert & Content
- 12. PEOPLE TRIGGERS ROLE TENURE REGION RE-ORG NEW SYS NEW EMP Q&A KEY WORDS NET NEW TAGS M&A DIVISION TRENDS MOST VIEWED How it works Machine Learning
- 13. PEOPLE TRIGGERS Q&A TENURE RE-ORG M&A NEW SYS NEW EMP KEY WORDS NET NEW TAGS Northeast Q21,98 MOST VIEWED How it works Identifies Patterns Analyst DIVISION
- 14. How it works Sharing Answers Drives Adoption From: John To: AskKaleo@KaleoSoftware.com Where can i find an I-9?
- 15. How it works Sharing Answers Drives Adoption
- 16. Available everywhere you work • Email, Text • Embedded search (e.g., SharePoint, Slack, Chatter, SAP) • Mobile application • Web application • Web API
- 17. Customer Snapshots Toyota (TFS) • Moving HQ from LA to Plano, expecting 70% attrition • Captured 2,000 knowledge base entries so far • Pushing 2,000+ questions to self-serve /month • 250% ROI to-date Viacom • SAP application support costs too high • Captured 10,000 knowledge base entries so far • Pushing 8,500+ questions to self-serve /month • Reduced support staff from 40 to 4 • 1,300% direct ROI to-date
- 18. Breaking down adoption barriers so your business can move faster More engaged workforce Higher ROI on technology investments Lower training & support costs
Editor's Notes
- It’s hard to get people to do new things. You train them and they forget. You write documents for them - and store them neatly in <Sharepoint> - and they won’t go look for them, let alone read them. And you put support systems in place but get the same questions over and over. We fix this. We’re in the business of solving adoption problems like these with a predictive knowledge sharing application. Employees ask questions, we find the answers and as we learn we begin to share new answers with people, even before they ask.
- These changes are happening now and will get worse over the next 5 years. A big question is, how do we facilitate the culture shift from, 'knowledge is power' to ‘shared knowledge is power’?
- Sure, you could just carry on and ignore the problems but that comes with consequences: Massive ticket duplication is driving up support costs - humans spending too much time answering the same questions and not getting to the more complex ones that actually will require some work. Your ticketing system’s solution is more tickets, faster. We ask, why should redundant question cause tickets to be created at all? Kaleo first, then call. The demographic dominating your workforce today is social, impatient, expects easy access to discover things for themselves and they want to feel engaged. If you can’t do this, you won’t attract and retain the most talented people – they have choices. Lets not forget the retiring demographic. All that institutional knowledge walking out the door is costing you. Maybe not hard dollars but every time a lesson is re-learned or a mistake made again, there’s a huge opportunity cost to the organization.
- In a perfect world… Every employee would know exactly who to ask when they had job-critical questions All of your most experienced would workers document those processes they’ve committed to muscle memory over the years Your expert community would never have to answer the same question twice, rather focus their attention on solving new problems to push the collective knowledge base forward
- In a perfect world… Every employee would know exactly who to ask when they had job-critical questions All of your most experienced would workers document those processes they’ve committed to muscle memory over the years Your expert community would never have to answer the same question twice, rather focus their attention on solving new problems to push the collective knowledge base forward
- In a perfect world… Every employee would know exactly who to ask when they had job-critical questions All of your most experienced would workers document those processes they’ve committed to muscle memory over the years Your expert community would never have to answer the same question twice, rather focus their attention on solving new problems to push the collective knowledge base forward
- In a perfect world… Every employee would know exactly who to ask when they had job-critical questions All of your most experienced would workers document those processes they’ve committed to muscle memory over the years Your expert community would never have to answer the same question twice, rather focus their attention on solving new problems to push the collective knowledge base forward