Data & AI | Public Sector
From Decentralized Data Management to Digital Access to Knowledge: A Chamber of Commerce Further Develops Its Internal Knowledge Management System
A chamber of commerce faced the challenge that its existing internal knowledge management system was no longer up to date. A multitude of documents, folder structures, and storage locations made it difficult for employees to quickly find and effectively use relevant information. An AI solution therefore presented itself as a suitable approach to better support employees in working with the available knowledge.
The Customer
One of Germany's largest chambers of commerce
The client is a chamber of commerce that serves as a one-stop shop for businesses, providing a wide range of information and application services. As a result, the volume of data and documents grew steadily. The decentralized filing system made it difficult for employees to quickly access relevant information, especially when they needed to provide immediate answers during meetings with clients.Â
The company already had some initial experience with AI applications, but these efforts were unsystematic and did not yet provide a clear foundation for specific use cases. This led to the need to methodically organize and systematically address knowledge management within the company. An internal, AI-based knowledge management chatbot was designed to simplify the search for information and better empower employees.
The Project
From Dispersed Information to Structured Knowledge Management in the Company
KBC began by conducting interviews in which relevant stakeholders described their requirements and expectations for the planned chatbot. The team then compiled the results and translated them into a clear set of requirements for the subsequent AI chatbot rollout.Â
In the process, KBC identified both functional and non-functional requirements and documented them in a structured requirements document. This document provides guidance for the next implementation steps and serves as the methodological foundation for knowledge management within the company. At the same time, KBC developed change management measures designed to address potential reservations early on and prepare the various user groups for the planned change. In addition, KBC and the Chamber of Commerce established key performance indicators to guide and evaluate the ongoing implementation later on.
The result
Clear Structures for Knowledge Management in the Company
This preliminary work establishes clear requirements and defines the procedure for the further implementation of the AI chatbot. The structured requirements document consolidates the functional and non-functional requirements. At the same time, the change management measures and the defined key performance indicators help the Chamber of Commerce plan, monitor, and later evaluate the next steps in a targeted manner.Â
In this way, the project lays the groundwork for the transition from the current decentralized data management system to an AI-powered self-service offering. At the same time, the Chamber of Commerce now has a methodological foundation for further developing its knowledge management within the organization and involving the relevant user groups at an early stage.Â
