Cisco to Acquire MindMeld for $125 Million

Cisco to Acquire MindMeld for $125 Million

Cisco plans to acquire MindMeld Inc., a privately-held artificial intelligence (AI) company based in San Francisco, for $125 million in cash and assumed equity awards. MindMeld offers a platform to enable customers to build intelligent and human-like conversational interfaces for any application or device. Through its machine learning (ML) technology, MindMeld helps users interact with voice and chat assistants in a more natural way.

The acquisition is anticipated to close in Cisco’s fourth quarter of fiscal year 2017.

The workplace of the future will be powered by AI, according to Rowan Trollope, senior vice president, Cisco IoT and Applications Group, who noted that integrating MindMeld into the Cisco Spark platform will “transform” how users interact in Cisco Spark Spaces, Cisco Spark Meetings, and Cisco Spark Care.

With 10 patent assets to its name, MindMeld has AI, software and engineering talent and expertise to add to Cisco’s collaboration suite.  The MindMeld team will join the Cloud Collaboration group under the leadership of Jens Meggers, senior vice president and general manager, as the Cognitive Collaboration team.

Citing its industry leadership in networking, collaboration, data center, analytics, and unified communications, Cisco says it is well positioned to take advantage of AI and ML and embed it across the network and the cloud. Cisco is adding capabilities through AI that to allow customers to self-manage their network and data center, stay ahead of security attacks, embed intelligence at the edge, deliver predictive analytics, and improve the workplace. AI and ML technology is already represented across Cisco’s portfolio, in products such as StealthwatchCisco Spark Board, and Cisco Spark Room Kit and features like SpeakerTrack and VoiceTrack across in its video portfolio.

As chat and voice quickly become the interfaces of choice, Cisco says that MindMeld’s AI technology will enable Cisco to deliver unique experiences throughout its portfolio, starting with collaboration. According to Cisco, the acquisition will enable new conversational interfaces for Cisco’s collaboration products, improving how users will interact with our technology, increasing ease of use, and enabling new cognitive capabilities.

Link to the original article at the Cisco website: Cisco Announces Intent to Acquire MindMeld

An Article About The Evolution of Knowledge Management

An Article About The Evolution of Knowledge Management

We’re presenting you a brief resume of an article by Craig Wilkey, manager at Dell EMC, in which he presents his vision of the evolution of Knowledge Management, from document capture to digital experience management.

Here’s an extract of the original article:

Knowledge: The Intersection of Wisdom and Action

Let’s consider how knowledge is created…

There had to be a first time someone used a butter knife as a screwdriver. Some person, somewhere, found a loose screw in their kitchen, didn’t have a screwdriver handy, and said, “Hey… Wait a minute…” Until that happened: that knowledge simply did not exist yet.

That first person had some understanding of how screwdrivers work. They were also aware of the general shape and properties of a butter knife. They took the knowledge they did have, considered it against their past experiences, and applied their wisdom to navigate a brand new situation. Our brave trailblazer, in their kitchen with no screwdriver, actually created new knowledge by using their wisdom to take action. Through Knowledge & Experience Indexing, we strive to capture this knowledge as it’s being created – and continually evolve it through the wisdom of others. (Another KCS concept here: Reuse is Review)

In Knowledge Management, we tend to draw a distinction between “known incidents” (which are incidents or situations we’ve seen before and we’ve already captured knowledge about) and “new incidents” (ones we haven’t).

We’ve gotten pretty good at understanding how to manage known incidents. When it comes to new incidents, our main focus has historically been around capturing knowledge, so we can convert it into a known incident.

Frankly, that’s just not good enough. We need to focus on the challenge of how to best address and manage new situations – not just see them as opportunities for knowledge capture. What can we do BEFORE the knowledge is available?

As always, we invite you to read the full article.

KMWorld 100 Companies That Matter in Knowledge Management 2017

KMWorld 100 Companies That Matter in Knowledge Management 2017

Last year, we already talked about this particular list, and today we are ready to see the new list of 100 Companies that matter in Knowledge Management, made by KMWorld.

“Things that matter: innovation, ingenuity, resourcefulness, usefulness, collaboration, community, expertise. Our annual list of 100 Companies That Matter in Knowledge Management features organizations that manifest those traits themselves and that help their customers attain such qualities. In researching the list this year, we were struck by the preponderance of such terms as machine learning, artificial intelligence and cognitive computing—capabilities driving technology ever steadily toward more human-like behavior. Chatbots help us shop online, and they even participate in our political dialog online. Digital assistants are extending their reach to help users find answers and solve problems. And autonomous vehicles can drive without us. But in addition to those seemingly futuristic functions, tried-and-true technologies to help manage knowledge are well-represented on the list … records management, business process management, enterprise content management, business intelligence and so on. The banner of knowledge management spans a wealth of territory to encompass solutions that range from digitizing paper invoices to simulating human conversation. Technologies evolve and so does this list. We don’t start from scratch each year but rather refine the list annually, eliminating some companies to make room for others.”

Some of this year’s ranking’s members are: Adobe, Asana, Bloomfire, Datawatch, IBM, K2 or Sinequa.

As always, we encourage you to see the full list and to read a little bit of each one of the 100 Companies in order to learn from their success.

Knowledge Management in the Age of Social Media

Knowledge Management in the Age of Social Media

We’re going to talk about an article written by Robin Singh, in which he analyses the importance of Knowledge Management in the age of Social Media.

Singh says “The benefits of having a knowledge base are many. The companies that have fully adopted this approach have witnessed a jump in productivity, improved workflow, shortened onboarding phase, and better collaboration. These benefits are tied to the internal knowledge base, but the use of an external knowledge base can prove helpful in strengthening client relationship. User guides, quick resolution to common problems and an engaging learning environment are some of the important factors that an external knowledge base is capable of handling which eventually boosts the customer satisfaction and increases the chances of getting more referrals and mentions.”

How social media can transform knowledge management?

The form and aetiology of the data found on social media and on the knowledge base are completely different. The only social aspect of data in knowledge management systems is found during the approval process when an appointed employee reviews the credibility of the data source and its value for the organization before publishing it via the knowledge base software. This data can then be altered by an update that has to follow the same approval process.

On social media, things work differently. The social interaction aspect removes all boundaries and makes it interactive. Content becomes a key part of social interaction and it can shift the meaning as the discussion progresses, where every reply has robust value. But, how to use the power of this information found on social media with a knowledge base?

The solution is enterprise social computing which is rather an emerging trend. The leaders in the artificial intelligence field have developed APIs that can be used to manage unstructured content such the one found on social media. Associating and categorizing unstructured data will provide companies with new insights on how to improve and increase the chances of reaching success.

Singh finishes his article with the following conclusion:

“This newly compiled data can easily be integrated into the knowledge base without much time lost on cleaning, validating, and categorizing data. It is less likely that social media will push the knowledge base completely out of the picture, but it is safe to assume that it will definitely put this practice to serious challenges.”

How Knowledge Management Helps Companies Make Customer Support More Effective

In this article, written by Sameer Bhatia, founder & CEO of ProProfs, he defines the importance of Knowledge Management in order to help companies make customer support more effective.

Here’s an extract of his article.

What are Documented Procedures?

In the world of business, this term stands for every document that is in your company, available for everyone to access and is related to any procedures that can occur in the workplace. Also, these documents contain manual-like explanations for employees. It is quite common for these documents to contain steps that need to be followed when completing certain repeatable tasks.

Documented procedures are something every business plan must contain for any business model out there. They provide crucial insights on the business process and can prove very valuable in taking control of business process improvement, or be the key witness in situations when you want to identify what is causing your business to stagnate or fail. Support teams are known to use these types of documents very often when trying to follow the procedures while talking with help-seeking clients.

Creating Documented Procedures

This is not a simple task and it has to be approached very seriously, because of its significance to your business success. Support department can be over flooded with tasks if they have to follow documents that contain too many restrictions and rules. This is why creating job-specific checklists and procedures lists is of great importance.

The best practice is to take advantage of the many benefits that knowledge base management software offers. Having a collective knowledge that has been accumulating over the years, based on firsthand support team experience, will help the support department effectively overcome any issue that may arise. Also, data entries in this kind of knowledge base utilization are not definitive. You can always update your documents in order to create improved versions.

There are certain directions you need to follow to create usable and easily understandable data. Consistency is very important, you want to build a basic structure of your procedures and use it across all departments. The most important one is to have a platform that enables you to modify your documents on the fly.

How Documented Procedures Help Support Teams

Having a knowledge base of your business documents can empower the customer support team to handle customers’ inquiries on a case-by-case basis. On the other hand, having access to a knowledge base will help your team feel more trust and will make it easier for them to deal with customers on a more personal, human level.

The studies show that customers feel happy and satisfied when they are greeted by a customer support agent that operates on a more personable and is on-point with them. And this is exactly what a knowledgebase of documented procedures provides your team with, a structure from which they can modify their routine.

This type of knowledge base can also cut down expenses and time needed to train a new employee. Especially in the support department where employees have to operate with specific skills and knowledge. If they are able to access the data and read the specifics about their job, your new employees will quickly gain the experience required for the job.

Knowledge Base Provides Quick Access to Your Data

The filing system is something every company strives to improve. A good filing organization can mean the difference between success or failure. Now every business can keep all documents and organizational knowledge in one place using a knowledge base. This saves a lot of time and can keep the work of the support team flowing, enabling workers to overcome any obstacles that present themselves along the way.

The best way to improve accessibility of your business’s knowledge base data is to make it easily accessible online. Deciding to go for online help documentation will make all the relevant information available for both customers and support team members. This practice can do wonders for your team’s efficiency.

Your customers will have a knowledge base that they can consult before calling your support team for help. Regardless of whether it is a FAQ-type of knowledge base or a product description and information documentation, you will experience serious ticket deflection. Keep in mind that online help documentation does not have any weekends off or vacation time. It will be there for your customers 24/7.

With more time on their hands and less pressure, your support team will be able to provide better service for your customers.

As you can see, a knowledge management system and a knowledge base are practices that can both save your company’s money by cutting down customer support department expenses and increase revenue by retaining customers and improving customer relations. It will also improve knowledge-sharing between departments, which is very important if you want to have meticulous customer service.

A knowledge base of documented procedures provides your team with access to the right resources and tools that they need in order to succeed. It will develop trust and enable them to be consistent in their work. At the same time, your customers will experience a human-to-human conversation instead of a boring and generic questionnaire-like talk that leaves them frustrated and unsatisfied.

15 Knowledge Management Conferences for every month of 2017

15 Knowledge Management Conferences for every month of 2017

In this article, we’re presenting you a list of Knowledge Management Conferences for each of 2017’s months.

In this list you can see, explore, and if you’re interested, even attend, conferences from all over the world related to topics about Knowledge Management.

1. KM Legal Europe 2017

Date:  January 18 – 19, 2017

Location: Amsterdam, Netherlands


2. ICKM 2017 : 19th International Conference on Knowledge Management

Date: January 19 – 20, 2017

Location:  London, United Kingdom


3. CII Knowledge Management Summit

Date: February 27-28, 2017

Location: Hyderabad, India


4. The Ninth International Conference on Information, Process, and Knowledge Management eKNOW 2017

Date: March 19 – 23, 2017

Location: Nice, France


5. ICIKM 2017: 19th International Conference on Information and Knowledge Management

Date: March 23 – 24, 2017

Location: Prague, Czech Republic


6. APQC’s 2017 Knowledge Management Conference

Date: April 27-28, 2017

Location: Houston, USA


7. A Knowledge Management Conference for the AEC Industry

Date:  May 2-3, 2017

Location: San Francisco, USA


8. IFKAD 2017 – 12th edition of the International Forum on Knowledge Asset Dynamics

Date: June 7-9, 2017

Location: St. Petersburg, Russia


9. ESKM 2017 8th International Conference on E-Service and Knowledge Management (ESKM 2017)

Date:  July 9-13, 2017

Location: Hamamatsu, Japan


10. ICKMS 2017: 19th International Conference on Knowledge Management Systems

Date: August 8 – 9, 2017

Location: New York, USA


11. 18th European Conference on Knowledge Management

Date: September 7 – 8, 2017

Location: Barcelona, Spain


12. 89th AHIMA Convention and Exhibit

Date:  October 7-11, 2017

Location: Los Angeles, USA


13.The 9th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management

Date:  November 1-3, 2017

Location: Funchal, Madeira – Portugal


14. CIKM 2017: The 26th 2017 ACM Conference on Information and Knowledge Management

Date: November 6-10, 2017

Location: Singapore, Singapore


15. ICICKM, 14th International Conference on Intellectual Capital, Knowledge Management & Organisational Learning

Date: December 7 – 8, 2017

Location: Hong Kong, Hong Kong

KMWorld 2016 Conference

KMWorld 2016 Conference

KMWorld Magazine is celebrating its annual Conference on November 14-17th, with this year’s topic being Hacking KM: People, Processes, & Technology.

Hacking and hackathons are perhaps better known in the geek community, but KMWorld 2016, is taking a page from their book and looking to hack, or change in our case, our ideas, strategies, and practices in using processes and technology to engage our communities.  Organizations are changing – flattening their structures, encouraging creative and innovative practices, engaging audiences in different ways, utilizing technology to streamline and connect people in new and exciting ways. To be successful, today’s organizations have to look at things with different perspectives, be flexible and fast, able to easily transfer and share knowledge, deal with zettabytes of data, innovate, engage and impact communities and customers in positive ways. The platforms, processes and programs have to respond in a timely fashion to make this happen and to keep customers satisfied. The culture of the organization, the people, enables the transformations and innovations – and well-oiled collaborative organizations excel at leading the charge!

This year’s theme, Hacking KM: People, Processes, & Technologies, will look at novel ways to support knowledge sharing and organizational culture. It will examine processes and technology to foster collaboration between self-organizing and cross-functional teams to promote early delivery and stimulate innovation, continuous improvement, and encourage rapid and flexible response to change.  We look forward to seeing you at this year’s event!

Who Should Attend

  • CIOs & CKOs
  • Knowledge Managers
  • Intranet Managers
  • C-Level Executives
  • IS/IT Professionals
  • Communications Managers
  • Information & Knowledge Architects
  • Information Professionals
  • Scientists, Engineers, & Researchers
  • Content Managers
  • Competitive Intelligence Professionals

And professionals who plan, manage, or deploy systems and business practices for:

  • Content Management
  • Sales Force Automation
  • Human Resources
  • Marketing & Sales
  • Electronic Commerce
  • Supply Chain
  • Customer Relationship Management
  • Competitive Intelligence
  • Anyone who wants to run an innovative enterprise!

Why You Should Attend

Organized and produced by Information Today, Inc., KMWorld 2016 offers a wide-ranging program especially focused to meet the needs of executives and strategic business and technology decision makers and is a must-attend for those concerned with improving their organization’s bottom line, business processes and productivity, as well as streamlining operations and accelerating development and innovation in their evolving enterprises.

  • LEARN about leading-edge practices
  • STREAMLINE information & knowledge flows
  • GAIN knowledge to build strong organizations
  • COLLABORATE with experts & colleagues
  • EXPLORE social media & networking for the enterprise
  • IMPROVE taxonomies & content management

You can read the original announcement and watch the promotional video at the KMWorld 2016 website.

3 Reasons Knowledge Management is Critical in the Healthcare Industry

3 Reasons Knowledge Management is Critical in the Healthcare Industry

In this article, written in the Bloomfire website, the 3 main reasons to explain why Knowledge Management is critical in the healthcare industry are described.

The article says that an estimated 324,824,350 people currently live in the United States. Of course, not all of those people are utilizing the nation’s healthcare system. Regardless, imagine the amount of knowledge and expertise required to treat every individual patient’s unique symptoms.

Also there are currently 5,627 registered hospitals in the U.S., with a collective total of 12,440,670 employees. Every single one of these employees must be trained when they begin new jobs or transfer clinics and hospitals, and continue being trained throughout their career as treatments and procedures evolve.

The reasons:

1. Turn information overload into educated and empowered decision making.

Healthcare professionals are experiencing a paradox similar to that of other industries in the age of data and technology; they are constantly overwhelmed with new information, but struggle to find the information they need in the moment they need it.

An overload of information in the healthcare industry can quite literally save lives, if professionals have the ability to quickly access it from anywhere, anytime. However, doctors still largely base their decisions (is surgery the next step, is this a matter of urgency, what medication should be prescribed, etc.) on both personal knowledge and experiences, as well as the limited information regarding the patient available to them on a clipboard or screen.

This comes as no surprise in a system where doctors see up to 40 patients per day. There is rarely time within individual appointments to track down and consult other doctors (who are most likely busy with their own patients). Consider this scenario: A patient comes to their primary care provider experiencing symptoms that have their doctor perplexed. More than likely, she will make a (highly) educated guess as to what the sickness may be, and make a prescription based on this assumption. It may solve the problem, it may not.

But what if she not only had access to her own wealth of knowledge regarding symptoms, but the knowledge of every other medical professional in the hospital, all in the 20 minutes she has with her patient? It’s very likely that another doctor has seen this set of symptoms in a patient, and has some valuable suggestions as to what steps to take next.

An advanced and meticulously organized knowledge management solution allows this doctor to immediately search and identify symptoms, procedures, and other valuable information that could forever change the lives of patients for the better.

2. There is no room for error in the medical field.

As hospitals continue to consolidate staff, medical malpractice is on the rise. As staff leave or are laid off, their knowledge of procedures and current best practices leave with them, resulting in a higher frequency of mistakes.

Here’s the thing with mistakes in the healthcare industry; if an employee in an office setting sleeps through an 8am meeting, they may face no consequences. They may be reprimanded. If this is a pattern, they may even be fired. But they will not be sued, and no one will be physically harmed.

This is not necessarily the case in healthcare. It’s possible that a mistake may not have serious consequences, but it is also possible that a mistake may result in a tragedy or multi-million dollar lawsuit. Most health care professionals would rather not take the risk.

Knowledge management solutions allow hospitals to completely standardize all procedures and provide easily accessible trainings on these procedures. If the knowledge sharing solution has a powerful search and a mobile application, doctors, nurses, and medical technicians can access procedures at a moment’s notice, while on the go.

3. Collaborate with other medical professionals while protecting doctor/patient confidentiality.

Medical records are now almost entirely updated, stored, and transferred electronically, and there are obvious benefits to this transition. Medical records can be searched and easily shared among doctors and specialists. Not to mention, it’s much less difficult to lose an electronic medical record than it is an old tattered folder that is faxed from clinic to clinic.

With all these benefits, some medical professionals still have concerns about electronic record keeping, and for good reason. The digital transition presents new threats to patients’ privacy, the doctor/patient relationship, and doctor/patient confidentiality.

So, how do medical professionals collaborate and learn from each other’s past and present cases without violating these relationships? A knowledge management solution allows care providers to document and share symptoms, or any other information that may be helpful, while keeping the patient anonymous. This way, potentially life-saving knowledge is not off-limits, and patients privacy remains protected.

17th European Conference on Knowledge Management

17th European Conference on Knowledge Management

On September 1-2nd, the 17th European Conference on Knowledge Management took place at Ulster University, Belfast, Northern Ireland where Conference Co-chairs were Dr. Sandra Moffett and Dr. Brendan Galbraith.

The conference was attended by participants from more than 40 countries and attracted an interesting combination of academic scholars, practitioners and individuals who are engaged in various aspects of Knowledge Management. A number of journals including the Electronic Journal of Knowledge Management publishes research presented at this conference. The conference hosts a PhD and Master colloquium and also a competition for the Best Case History describing a successful KM application.

ECKM is the longest running Academic KM Conference in Europe.

Some of the Conference Co-Chairs were:

  • Dr. Jose Santos
  • Prof. Rodney McAdam
  • Dr. Andrea Read
An Article about How To Build an Efficient Personal Knowledge Management System

An Article about How To Build an Efficient Personal Knowledge Management System

In his article, Yong Liu, CTO of @ITPROSOFT Canada INC, explains his method to build a system which can help translate information into knowledge.

Here is the link to the original article, written by Yong Liu, which we encourage you to read, as it is very interesting:

  • In his article, Yong Liu explores topics like:
  • What is Knowledge Management
  • Why We Need to Build a Personal Knowledge System
  • The Key To a Good KMS
  • Working Flow

Liu’s conclusion is that “Collection, organization and output compose a whole system of knowledge management. A lack of any one of these three parts will cause us getting half the result with double efforts in learning.”