Externalization of tacit knowledge in a knowledge management system using chat bots

Abstract

Knowledge is the most valued asset in today's world. Knowledge is an asset that is difficult to be replicated. In the competitive era, every firm would want to have a system wherein they can store and manage the knowledge. Any organizations performance can be assessed by the intellectual assets that they have. Every type of knowledge cannot be acquired and stored. The most important and critical type of knowledge is the tacit knowledge, which is difficult to be articulated. The tacit knowledge is the asset that brings more value to any Knowledge management system. Formal and informal methods, structural representations, mathematical models can be used to store the tacit information, acquired from experts. Retrieval of knowledge stored will not work better with the traditional search methods. Intelligent search techniques will have to be used to retrieve the right information. One of the concepts suggested for sharing the knowledge suggested is by using a query management system An expert can share his/her knowledge only at one place, whereas with the Knowledge management System, a Knowledge expert can be present virtually anywhere. To enable this, Chat bots can be used, thus making location redundant. A Chatbot has no limitation of how many queries it can accept, since a Chatbot allow users to seamlessly interact with multiple users from one location. Use of Chat Bots will make the sharing of Knowledge more effective and efficient.