Knowledge management: turning company knowledge into a competitive edge 

Over time, this knowledge base becomes a complex ecosystem that’s hard to navigate and fully exploit. Yet, it remains one of the most valuable resources for driving growth and achieving new goals—an opportunity that’s often overlooked. 

Without the right analysis, organization, and management, this data’s potential is lost permanently. 

This is where new technologies, like artificial intelligence, come into play, increasingly used to enhance and keep internal knowledge assets up to date. 

In this context, Knowledge Management (KM) – the process of managing knowledge – and Knowledge Management Systems (KMS), the tools for effectively handling knowledge, become crucial for transforming data into informed decisions, making organizations more efficient and competitive. 

What is knowledge management, and how does a knowledge management system work? 

KNOWLEDGE MANAGEMENT 

Knowledge management refers to the process of organizing, managing, and sharing an organization’s internal knowledge base—the collective set of knowledge, information, and documents held by a business or institution. 

The goal of knowledge management is to simplify and streamline internal processes, enabling more informed decision-making, staying up to date, and fostering growth across all levels of the organization. 

In other words, it acts as the organization’s “collective brain,” turning scattered information into a valuable, easily accessible asset. 

To fully grasp the concept of knowledge management, it’s essential to understand what is meant by a knowledge base. 

A knowledge base encompasses all the knowledge, information, and data an organization possesses. This includes both tangible documents and files (explicit knowledge) and the experience and expertise of employees (tacit knowledge). 

While traditional storage systems organize information hierarchically in isolated silos, a knowledge base integrates both structured and unstructured data, making it easier and more intuitive to navigate and search using knowledge management systems. 

KNOWLEDGE MANAGEMENT SYSTEM 

A Knowledge Management System (KMS) is the platform or tool designed to strategically and effectively manage an organization’s knowledge base. 

Think of it as an advanced digital library—not only storing information but also organizing it, connecting it, and making it easily accessible to the right people at the right time. 

How does a KMS work? 

1. Knowledge acquisition: The system collects information from various sources—both structured and unstructured—using document management processes, collaborative tools, and text mining technologies. 

1. Smart organization: Through artificial intelligence and machine learning, the system automatically categorizes information, creates semantic connections, and enriches it with metadata, making searches significantly more efficient. 

1. Personalized distribution: The KMS delivers relevant information to users through natural language queries, often via chat interfaces or semantic search engines. 

One of the standout features of these systems is their ability to improve over time. By learning from user interactions, they can optimize their functionality and deliver increasingly accurate responses. 

Benefits of implementing a KMS 

Equipping an organization with this technology brings tangible advantages, such as: 

• Enhancing operational efficiency 

• Providing reliable support for strategic decision-making 

• Safeguarding organizational know-how from being lost 

• Improving customer service 

• Strengthening internal collaboration across teams.

To help businesses and institutions make the most of their knowledge base, Almawave has developed Discovery Experience, an enterprise search engine that leverages generative artificial intelligence (GenAI) to deliver unparalleled accuracy, efficiency, and relevance. 

Traditional enterprise search solutions, which rely on keyword-based methods, often fail to produce precise and context-aware results. 

By incorporating large language models (LLMs) into Discovery Experience, organizations can create search assistants capable of: 

• Understanding the semantic nuances of natural language queries 

• Finding relevant information across diverse sources 

• Providing concise, contextually appropriate responses 

This innovation redefines the enterprise search process, making it a powerful tool for unlocking the full potential of organizational knowledge. 

Discovery Experience offers an immersive search experience that goes beyond traditional search paradigms. Powered by GenAI, it not only retrieves the most relevant information but also expands analyses and uncovers new, unexpected correlations within the data. 

Key features include: 

• Intelligent filtering: Automatically and smartly refines search results. 

• Semantic organization: Groups results by semantic similarity. 

• Result summarization: Provides quick access to essential information. 

• Conversational insights: Generates dialogues to uncover deeper insights. 

• Contextual exploration: Suggests more specific results based on a single document or a subset of documents. 

• Report module: A dedicated tool for drafting and editing reports directly within the interface. 

Benefits for employees, collaborators, and clients: 

• Effortless and fast search: Quickly find any relevant information within structured and unstructured data. 

• Unified access point: Retrieve the entire knowledge base from a single interface, eliminating the need for multiple applications or repositories. 

• Highly relevant results: Benefit from advanced natural language understanding to pinpoint the most pertinent information. 

• Rapid information extraction: Easily retrieve specific and detailed insights from result sets. 

• Intuitive navigation: Explore results effortlessly, discovering new and unexpected insights. 

• Automated summaries: Generate concise overviews with ease. 

• Enhanced reporting support: Simplify the creation of reports or press releases directly within the platform. 

Implementing Discovery Experience within organizations is incredibly straightforward. 

Organizations can upload their entire knowledge base into the system, which can analyze and process all types of files and data—both structured and unstructured. 

With a GenAI-powered navigation bar, users can perform searches within the knowledge base using natural language or ask specific questions. They can even query topics outside their domain of knowledge, accessing information directly from the web. Predefined commands are also available to explore and refine the resulting datasets efficiently. 

A suite of intelligent filters and commands, accessible via the interaction bar, enables faster identification of the most relevant information. 

Discovery Experience goes beyond search to include content creation. Its dedicated report module simplifies drafting and writing reports by leveraging search results and previous conversations—all directly within the DE interface, eliminating the need to switch between applications. 

Discovery Experience is an application that can be leveraged to create customized solutions for very specific contexts, combining advanced search systems with generative artificial intelligence. By developing and adding additional modules based on the needs and challenges of different sectors, Discovery Experience can be adapted into multiple personalized solutions for each vertical domain.

To understand the great versatility of Discovery Experience, let’s look at some examples of use cases and features that could potentially be integrated into vertical business processes:

• Open Intelligence
• Training
• Conversations and interactions
• Contract Management

1 – Open Intelligence

Managing and analyzing large amounts of data is a challenge that characterizes many organizations today. Fragmented data that is difficult to integrate, the lack of sophisticated tools to understand connections between different datasets, and the difficulty of expanding and enriching internal datasets are just some of the issues that define this scenario. In this context, Discovery Experience represents the central core of customized solutions that, during the design phase, can integrate specialized modules developed specifically for tasks such as:

• Customizable Web Scraper to download and index content from selected websites, to acquire new valuable information.
• Link Analysis to explore relationships between entities through a graphical interface and highlight hidden patterns.
• Watchlist to notify when new relevant data emerges about monitored entities.

2 – Training

The educational sector also faces complex challenges. Today more than ever, educational paths should be tailored and personalized based on the characteristics of each student. At the same time, educators need innovative tools for research, building dynamic programs, and preparing tests and evaluations. By providing innovative tools for the management and personalization of learning, Discovery Experience can support educational programs in academic, corporate, and certification entity contexts, among others. For this purpose, Discovery Experience has been specialized into Discovery Experience for Education, thanks to the integration of several features:

• Monitoring dashboard to provide a comprehensive view of educational progress.
• Automated summaries of lessons for the automatic generation of summaries.
• Automatic creation of quizzes and evaluation tests.
• Advanced search in educational materials.
• Virtual assistants based on GenAI, customized to meet the needs of students and teachers.

Discovery Experience for Education is available in a “microfront-end” mode to integrate these features within the context of e-learning platforms used in educational organizations.

3 – Interaction Analytics

Collecting and processing the large amounts of data produced by call centers is one of the keys to success for companies and customer care teams. Phone calls make up 72% of all interactions, generating a unique combination of structured and unstructured data that is of great value. When processed through artificial intelligence, this data can transform into a valuable resource to increase customer satisfaction and improve the products and services provided. Interaction Analytics is the Speech Analytics software designed to transform contact centers into a strategic asset. Thanks to advanced Speech-to-Text and Natural Language Understanding technologies, it allows the analysis of phone calls and provides valuable insights to improve internal processes and customer experience. Key features:

• Advanced transcription and analysis: tagging, classification of complex events, and automated reporting.
• Ready-to-use dashboards and reports: monitoring of service quality, content, and performance.
• Sentiment analysis: identifies inefficiencies and optimizes operator training.
• Security and compliance: anonymization and morphing functions to ensure GDPR compliance.
• Advanced search: semantic search techniques allow finding specific content within phone calls for more accurate analysis.

4 – Contract Management

Creating new contracts for customers, partners, and suppliers is a complex process full of risks. Although there are already Contract Life Management (CLM) systems in place to optimize the lifecycle of contracts—from creation and negotiation to renewal and compliance monitoring—there is still ample room for improvement in these systems. Through AI, CLM tools can automate contract analysis, identify key clauses, and predict risks with greater accuracy. By integrating the functionalities of Discovery Experience with other specific components, it is possible to simplify Contract Lifecycle Management processes while obtaining smarter, data-driven insights. Generative AI can support contract management through the development of features such as:

• Template library to check for contradictions in contractual language, suggest relevant texts, and recommend optimal combinations.
• Review, approval, execution, and operationality of contracts to detect inconsistencies, track progress, send reminders, and automate approval flows.
• Automatic notifications to signal when key operations need to be performed, such as expiration or renewal.

Managing and leveraging information assets efficiently with artificial intelligence is the first step in gaining a competitive advantage in 2025. Is your company taking advantage of this?

Discover Almawave’s solutions.