In an age where technology drives progress, the focus often falls on the multifaceted role of artificial intelligence (AI). However, AI’s impact in content management is substantial but sometimes overlooked. Meanwhile, companies are using AI to improve customer experiences and boost employee productivity. Therefore, understanding the intricacies of this relationship is crucial for any business aiming for sustained growth.
Content Governance and AI
In today’s digital world, businesses are always looking for ways to use artificial intelligence (AI) to grow faster. But there are some areas where AI can quietly make a big difference, especially in content management. AI can help create smooth online experiences for customers if there is good content management in place. It can also make employees more productive.
AI technology promises a lot of efficiency and new ideas. But it also comes with challenges. In Europe, people worry about security, data privacy, and biases in the algorithms. There are also laws like the EU AI Act to follow. So, having good content governance is important. One key part of this is using structured content, which helps AI understand and process information correctly.
Structured content is organised with tags and categories, making it easy for AI to use. This reduces the risk of AI giving wrong or biased answers, sometimes called “hallucinations.” By using good content governance with structured content, companies can use AI responsibly and stay within the rules.
Meeting Modern Customer Expectations with Generative AI
Today, customers want quick and correct answers when they have questions. They like using self-service options online, like help sites. To meet these needs, businesses can use generative AI, which can give instant and accurate answers. But for AI to work well, the content it uses must be well-managed and structured.
There’s a saying: “Good content in, good content out.” This means AI can only give good answers if it has good information to start with. Many companies don’t realise how important good content management is for making AI work well for customer service.
Unstructured content is not organised and lacks tags and rules. It’s like a messy library where nothing is in order. AI can’t use this kind of content effectively. Structured content, on the other hand, helps AI find the right answers quickly. It’s like a well-organised library where everything is easy to find.
The Importance of Structured Content
Structured content involves organising information with tags, categories, and relationships between pieces of data. This helps AI quickly find and use the most relevant information for each customer question. With structured content, AI can provide personalised answers based on things like what a customer has bought before or where they are located.
Unstructured content, however, makes it hard for AI to work well. Without a system, AI can’t sort through the information to find what it needs. Structured content fixes this problem by giving AI the tools it needs to give accurate and helpful answers.
Businesses that use structured content can better meet customer needs. AI can find the most relevant information and give quick answers. This makes customers happy and can even lead to more sales and loyalty.
AI’s Role in Simplifying Content Management
While AI needs good content management to succeed, it can also help make this process easier. AI tools can help with the technical parts of creating structured content, like adding tags and organising information. This saves time for content creators and makes their work easier.
A survey showed that many people think AI will improve content management in the next few years. AI can do things like summarise articles or create tables with just a prompt. This helps content creators focus on making good content without worrying about the technical details.
AI and the Future of Content Management
AI is changing how content is both used and created. By providing AI with well-organised content, businesses can make sure it always gives the most accurate and up-to-date information. This can lead to better customer experiences and more efficient operations.
For businesses that want to use AI to improve customer service, the solution is clear: focus on structured content. This makes it easier for AI to work well and provide useful answers. On the other hand, AI can also help keep content organised and up-to-date, making the overall process more efficient.
In the future, more businesses will likely use AI to manage their content. This will make it easier to provide quick and accurate answers to customers. AI can help turn a company’s content management strategy into a tool for better customer service and growth.
As we venture further into the digital age, the synergy between AI and content management stands out as a pivotal factor for business growth. Structured content is not just a technical requirement but a strategic asset for any company aiming for more efficient operations and enhanced customer experiences. AI’s potential to revolutionise content management is immense, providing both immediate and long-term benefits. By focussing on structured content, businesses can unlock new avenues for innovation and customer satisfaction.
