When internal knowledge becomes a burden: A GenAI use case for better internal knowledge management
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For many organizations, internal systems like Confluence are packed with valuable information. Yet, as data grows, accessing that information becomes increasingly difficult. Ironically, the more knowledge an organization has, the harder it can be to use it effectively.
The issue isn’t just inefficiency—it’s opportunity cost. When support teams can’t quickly access what they need, customer responses slow down, and trust erodes. The point is: Most organizations don’t need more information—they need better ways to use the knowledge they already have.
The underestimated problem: Knowledge that’s hard to access
The underestimated problem: Knowledge that’s hard to access
It’s easy to focus on building bigger knowledge bases, but the real challenge lies in:
Lack of structure: Outdated, redundant, or irrelevant content creates noise, making it harder for teams to find the information they need.
Fragmented systems: Information scattered across tools and platforms forces teams to waste time switching between systems instead of solving problems efficiently.
Duplicated effort: When valuable insights are buried or inaccessible, teams unknowingly recreate work that already exists instead of building on it.
The result? Knowledge goes underutilized, and customer-facing teams struggle to deliver the quick, consistent responses that today’s customers expect.
What’s missing: A shift in how knowledge is managed
The key isn’t to add more data but to make existing knowledge easier to access, use, and scale. A better approach focuses on:
Reducing search friction: Knowledge systems should anticipate needs and present the most relevant answers quickly, minimizing the time teams spend searching.
Simplifying complexity: Tags, categories, and smart algorithms should do the heavy lifting of organizing information.
Continuous evolution: As organizations grow, systems must adapt to keep knowledge relevant and actionable over time.
This isn’t about replacing what’s already in place. It’s about improving current systems to ensure that relevant information is ready to be used.
A practical example: Optimized knowledge access
For one global enterprise in the automobile industry, the challenge of accessing internal knowledge was impacting their ability to serve customers effectively. Support agents spent too much time searching through Confluence and past tickets for answers, leaving customers waiting and teams frustrated.
Working within their fully cloud-based environment, our team integrated GenAI techniques with AWS tools to to optimize information access. The solution automatically generates responses for simple, recurring customer inquiries, which agents only need to review. At the same time, it enables quicker access to relevant information for more complex issues, allowing agents to support customers more efficiently.
Here is what changed:
Faster access to answers: GenAI tools identified and surfaced relevant information, while smart tagging ensured agents could find answers in seconds, not minutes.
More focused teams: Freed from repetitive searches, agents could spend more time on complex, high-value customer issues.
Improved customer satisfaction: Faster, more accurate responses helped build trust and loyalty, strengthening relationships with their customers.
When knowledge is easier to access, it’s easier to act. By reducing noise and making information more actionable, this enterprise turned a common challenge into a strategic advantage, improving efficiency, morale, and customer outcomes—all without overhauling their existing systems.
A better way to manage knowledge
The challenge isn’t having enough data—it’s creating systems that make knowledge accessible, actionable, and scalable. By enhancing existing systems with tools like GenAI, organizations can:
Reduce time spent searching for information.
Empower teams to deliver better, faster outcomes.
Create a scalable knowledge framework that grows with your business.
Making internal knowledge work for you
When teams can access and act on knowledge effortlessly, they’re better equipped to solve problems, deliver exceptional customer experiences, and focus on the work that drives real value.
If your current systems feel more like a roadblock than a resource, it might be time to rethink how knowledge is managed. If you would like to discuss ideas or talk through options, then we are here to guide you through.
