Chris Stancombe, Head of Group Industrialization, coined the term “The Five Senses of Artificial Intelligence,” where he conceptualizes the key elements that make up automation technologies as being akin to five distinct human senses: Watch (Monitor), Listen/Talk (Interact), Act (Service), Think (Analyze), and Remember (Knowledge). Here I really want to zero in on the importance of Knowledge—or Remember—and why it’s so crucial to your automation efforts. True value is generated by focusing on artificial intelligence-based automation in all the five senses and providing an end-to-end integrated service to the customers.

Memory: It’s what makes us human—and what makes automation intelligent

Memory is essential to the human experience. We can Watch, Listen/Talk, Act, and Think—but if we can’t Remember properly, the quality of our lives is severely limited. Similarly, we can build offerings that Monitor, Interact, and Analyze—but if we lack effective Knowledge Management, the automation solutions we produce will be far from intelligent.

The elephant in the room: Memory—or Knowledge Management—is key to driving your business forward

As we’ve developed increasingly complex automation solutions within the realms of Business Services, Cloud Infrastructure, AD, AM, and Testing, we’ve found that Knowledge Management has become more and more significant—if not essential—in relation to our new ways of working.

Across every industry, I see businesses becoming more and more knowledge-driven. Most have been utilizing knowledge management as a key process, although implementation and effectiveness have not been so high.

Below, you can see the typical maturity path of data, which creates knowledge and business intelligence in the form of actionable insights.

Today’s conventional Knowledge Management approach focuses on having a common knowledge repository with documents, process flows, reports, lessons learned, etc. Knowledge Transfer process happens when employees are inducted into their new roles or when we need to solve a problem.

At Capgemini, we propose a much more dynamic approach to Knowledge Management. We focus wholly on enabling our clients to put knowledge at the center of their businesses, so they can take this knowledge and create higher value with AI. I call this the intelligence-building approach to automation.

Knowledge is power—Artificial Intelligence is built on its foundation

The knowledge management I am talking about here is not just the ITSM Knowledge Management but the broad knowledge management that helps transformation in building an artificial intelligence-based approach.  Knowledge Management continues to grow up in the value chain and becomes one of the key business processes to define the future of the business.  Today’s leading businesses are really powered and driven more and more by knowledge. And I’m convinced that the future belongs to those who can properly leverage knowledge to the fullest.

It’s essential to do away with the old linear path of data maturity—in fact—don’t go down this path at all. Put knowledge at the heart of your business and implement Artificial Intelligence solutions around this heart that extract and apply the right knowledge, at the right time.

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