Knowledge Management Accelerated with Generative AI

Name: Knowledge Management Accelerated with Generative AI
Rating: 4.3 (643 reviews)

Revolutionize Knowledge Management with GenAI tools like ChatGPT

Role Play

Created byArno Esterhuizen

Last updated 6/2026

English

What you'll learn

Explain KM’s purpose and show how Generative AI enhances knowledge capture, sharing, and reuse.
Identify explicit, tacit, and machine knowledge and use AI to tag, structure, and organize them.
Apply SECI and ALOE models with AI to improve knowledge creation and smarter decision-making.
Automate KM with AI: feedback loops, governance, dashboards, and metrics linked to outcomes.
Build an AI-powered KM roadmap, measure ROI, and prepare for VR, IoT, and future tech.

Course content

11 sections • 49 lectures • 3h 28m total length

Course Introduction2:24
What is Knowledge Management? (GenAI Perspective)3:31
Define Knowledge Management in clear, simple terms, explain why it matters today, and introduce how Generative AI enhances it with real-life, relatable examples.
Your First AI Knowledge Win2:39
In your first few minutes with this course, you'll do something real: take a messy, unstructured document and use AI to turn it into a clean, tagged, searchable knowledge item — in under two minutes. Follow along live and get an instant feel for what generative AI brings to knowledge management. Download the prompt cheat-sheet and you'll be ready to use this at work today.
KM Purpose & Business Value (with AI)2:57
Show why KM matters by linking it to measurable outcomes like speed, consistency, experience, and cost, while highlighting GenAI’s role.
How GenAI is Transforming KM (Use-Case Map)3:36
Provide a map of high-impact GenAI use cases across the KM lifecycle and inspire learners to spot opportunities in their own organizations.
Knowledge Management with AI Course Materials0:02
Foundations of Knowledge Management in the GenAI Era

Knowledge Assets: Explicit, Tacit & Machine-Generated3:06
Clarify asset types and where GenAI plugs in.
Multi-Base KM Environments & AI Integration4:23
Show how AI sits across SharePoint, Confluence, ServiceNow, Git, etc.
Auto-Tagging, Summarizing, Structuring4:59
Practical patterns to clean up messy knowledge with AI. Also download the attached Knowledge Asset Classification Template in the Resources section.
Demo: Auto-Tagging, Summarizing, Structuring2:55
Knowledge Assets in a GenAI-Enabled Enterprise
Knowledge Asset Mapping with AI
Clean Up Messy Knowledge with AI

SECI Model with GenAI Aids5:42
Use GenAI to accelerate Socialize, Externalize, Combine, Internalize.
From Data-Driven to Insight-Driven (with AI Support)3:46
Distinguish raw data from actionable insight; show AI’s role.
Conversational Capture of Tacit Knowledge3:52
Teach an AI to be your interviewer and scribe.
Demo: SECI Model with Generative AI5:05
The DIKW model and Generative AI8:33
Understand what the DIKW model is and how AI takes it to the next level.
Models and Methods for Knowledge Creation
Mapping Knowledge Flows Using the SECI Model
Capturing Tacit Knowledge from Experts

ALOE for Better Decisions (Augmented by AI)4:41
Blend Asking, Listening, Observing, Empathizing with AI tools.
AI Copilots by Role (Service Desk, PM, Exec)3:52
Concrete role-based copilot scenarios that drive adoption.
Decision Playbooks with AI3:31
Standardize decisions; use AI to propose, compare, and record.
Demo: ALOE + GenAI for Smarter Decisions5:52
Demo: Creating a Decision Playbook with AI5:28
In this demo you'll build a complete, reusable decision playbook with AI — from framing the decision and setting scoring criteria to capturing risks and drafting communication templates. You'll come away with a repeatable prompt framework you can use to make any recurring decision more consistent and transparent.
Human Intelligence + AI in Decision-Making
Applying ALOE + AI to Real-World Decision-Making
AI-Powered Decision Playbook Creation

Service Consumers as Co-Creators of Knowledge3:50
Involve customers in knowledge creation and improvement.
AI-Powered Customer Journeys3:54
Use AI insights to improve consumer interactions and journeys.
Feedback Loops with GenAI3:50
Automate collection and analysis of consumer feedback.
Demo: Automating Feedback Loops with GenAI5:08
Feedback is scattered across surveys, tickets, and emails — and usually ignored. In this demo you'll watch AI collect and classify that feedback, summarise it into clear insights, and suggest prioritised actions. You'll see how to close the loop from feedback to action in minutes instead of weeks.
Demo: Turn a Resolved Ticket into a KB Article2:56
Every resolved support ticket is a knowledge article waiting to be written. In this demo you'll watch a closed ticket become a clean, reusable knowledge article in minutes using an enterprise ITSM tool like ServiceNow.
Consumers and Knowledge Sharing

Establishing the Knowledge Environment12:19
Combine people, process, and AI tooling to build strong KM foundations.
AI-Powered Discovery & Retrieval3:32
Semantic search, conversational AI, and contextual answers.
Demo: Keyword Search vs Semantic Search5:11
Watch traditional keyword search and AI semantic search go head to head on the same knowledge base. You'll see why keyword search leaves people stranded, how semantic search understands what you mean rather than just what you typed, and how it delivers answers tailored to who's asking — with sources you can trust.
Automating Knowledge Governance4:02
Use AI to detect stale, biased, or missing content.
Demo: Build a Grounded Knowledge Assistant4:11
In this flagship demo, you'll watch a real knowledge assistant get built from scratch in minutes — one that answers only from your documents and cites its sources. You'll see it pull information across multiple articles and, just as importantly, refuse to guess when it doesn't know. By the end you'll know exactly how to build one yourself.
The KM Tool Tour3:28
ChatGPT, Copilot, Claude, NotebookLM, ServiceNow Now Assist — which should you actually use for knowledge work? In this lesson you'll see the main AI tools compared on the same task, learn the real strengths of each, and get a simple rule for choosing the right one for your environment.
Processes & Technology for AI-Enhanced KM

The Knowledge Manager Role in the AI Era3:49
How the KM role evolves when AI copilots enter the picture.
Knowledge Teams & AI Collaboration Models3:54
Structuring teams with AI as an active “member.”
Building AI Competencies in KM Staff4:19
Training staff to work effectively with AI copilots.
Demo: AI as a Team Member in Knowledge Work6:31
What does it look like when AI actually joins your knowledge team? In this demo you'll see AI work alongside three roles — auditing content quality as a knowledge manager, analysing usage as an analyst, and capturing decisions as a meeting scribe. Real prompts, real workflows you can adopt straight away.
Roles, Teams & AI-Augmented Knowledge Workers

Traditional KM KPIs vs AI Metrics4:14
Compare classic measures with new AI-specific indicators.
AI-Powered Knowledge Dashboards4:16
Automated reporting, adoption tracking, and trust scores.
Demo: Build a Live Knowledge Dashboard from Usage Data5:12
How do you prove your knowledge base is working? In this demo you'll turn raw usage and search data into a one-screen dashboard in minutes — then go a step further and have AI tell you what to act on, including the failed searches that reveal exactly what content you're missing.
Measuring ROI of GenAI in KM3:52
Link AI-driven KM directly to business outcomes.
Metrics and Success Factors in AI-Driven KM

Requirements

None

Description

Course Description

Knowledge is the most valuable asset in any organization — but too often, it’s scattered across documents, hidden in emails, or stuck in people’s heads. This course, Knowledge Management with Generative AI, shows you how to harness the power of AI tools like ChatGPT, Microsoft Copilot, and ServiceNow NowAssist to transform the way knowledge is captured, shared, and used.

You’ll start by building a strong foundation: understanding what knowledge management (KM) is, why it matters, and how Generative AI is reshaping the landscape. From there, we’ll dive into practical strategies and hands-on demos that bring KM concepts to life. You’ll see how AI can auto-tag and summarize knowledge articles, capture tacit insights through conversational interviews, and combine multiple sources into structured playbooks.

Beyond the theory, this course is packed with practical tools and resources. You’ll get downloadable templates, assignments, quizzes, and reflection exercises that help you immediately apply what you’ve learned in your own workplace. You’ll also learn how to measure the ROI of AI-enhanced KM, build governance frameworks, and prepare for the future with emerging technologies like VR, IoT, and autonomous agents.

Whether you’re a knowledge manager, IT leader, or business professional, this course will equip you with the skills, tools, and confidence to lead the AI-powered knowledge revolution.

Enroll today and start turning scattered information into a strategic advantage.

Who this course is for:

Knowledge Managers who want to modernize KM practices with AI.
IT Leaders and Service Management professionals looking to improve efficiency and decision-making.
Business Analysts and Project Managers who need better ways to capture and structure knowledge.
HR, Learning & Development, and Onboarding specialists seeking AI-driven personalization.
Consultants, trainers, and change managers interested in applying GenAI in organizational knowledge strategies.
Anyone curious about how AI can transform knowledge management and create measurable business value.

Knowledge Management Accelerated with Generative AI

What you'll learn

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Course content

Foundations of Knowledge Management in the GenAI Era6 lectures • 15min

Knowledge Assets in a GenAI-Enabled Enterprise4 lectures • 15min

Models and Methods for Knowledge Creation6 lectures • 27min

Human Intelligence + AI in Decision-Making5 lectures • 23min

People and Culture in Knowledge Management4 lectures • 15min

Organizational Learning in the Age of AI3 lectures • 13min

Consumers and Knowledge Sharing5 lectures • 20min

Processes & Technology for AI-Enhanced KM6 lectures • 33min

Roles, Teams & AI-Augmented Knowledge Workers4 lectures • 19min

Metrics and Success Factors in AI-Driven KM4 lectures • 18min

Requirements

Description

Who this course is for: