Using AI to address knowledge friction — Chris Mahl // Pryon

Show Notes

• 02:25
  The challenges of knowledge friction

  Knowledge friction is the distance between what we need to know and the ability to access that information, causing frustration in organizations. The intelligence embedded in systems is often obscured by “computer speak”, creating a barrier for users trying to extract valuable insights.
• 07:22
  Negative impacts of high knowledge friction in marketing and sales

  High knowledge friction on our websites leads to customer confusion and a lack of fluidity in the experience and interaction with the brand. Consequences include misinformation, dated content, and customer frustration with the difficulty of finding the information they need.
• 11:08
  Improving information accessibility beyond website structure

  The current modality relies on website structures and Google's search index, creating a fragmented experience. The shift towards conversational fluency, facilitated by a knowledge fabric and AI, offers users a natural language format to access and verify information.
• 13:06
  Redefining information accessibility with a knowledge fabric

  The knowledge fabric simplifies the complex technology stack between users and information, focusing on a conversational layer for natural language interaction. It consolidates a companys content from multiple sources into a unified, conversational layer, transforming the way users retrieve information.
• 15:51
  Interacting with the knowledge layer

  Users can interact with the knowledge layer by talking to it. The system uses a confidence-ranking approach to provide instant, accurate answers with attribution, allowing users to ask rich, specific questions and answers without compromising data privacy.