Intelligent information management enables organisations to focus on what matters most.
What is the value of information? Today, it’s everything. Information is the lifeblood of relationships, it’s what engages, attracts and informs customers, it’s the essence of business processes in the information economy.
However, data and information as such are useless. What matters is the knowledge and the value derived from it: both for customers and for organisations.
Intelligent information management or IIM used to be defined as “a set of processes and underlying technology solutions, enabling organisations to understand, organise and manage all types of data”.
Documents and data become information and then intelligence – or knowledge – when they are transformed, understood, enriched and connected with the business processes, people and business functions who need that intelligence with clear actionable goals in mind.
Intelligent information management – moving beyond documents, data and information
Focus on the intelligence, the outcomes, the business and the customer
Intelligent information management is about the outcomes of the processes and flows in which data and information is captured, gathered, processed, routed and used. It’s also about using artificial intelligence in information management – as we do with Kodak Alaris’ Info Insight platform – to reduce expensive manual tasks/operations and to provide the right knowledge to the right people at the right time.
Recognition, classification, enrichement with other data sources, knowledge bases etc.: they are all part of an intelligent information approach focused on an outcome such as in the example below (multi-channel input and intelligent response in a contact centre response management solution).
Regardless of the industry, business process or business function, knowledge or intelligent information, is what enables to optimise what a business wants to achieve.
Intelligent information management in action – response management
A few examples of how intelligent information management enables organisations to do this.
- Providing better customer service in the contact centre is about automating processes that rely on information but also about connecting information silos and providing customers the best – intelligent – answers to their inquiries.
- Saving costs and increasing customer satisfaction in various processes (claims processing in insurance, order processing, invoice processing, the list goes on) adds intelligence to the information flows, enabling “human intelligence” to be used where value really gets created.
- Providing customers and employees fast access to the right information and knowledge is key to succeed in a real-time information economy. Intelligent information management makes it happen.
Intelligent information management and knowledge management
In the field of content, information and knowledge management, we’ve been witnessing a shift from systems of records towards systems of engagement. Actionable knowledge and smart data, connected with smart processes that are enabled by intelligent information management solutions, enable more than engagement, however. They enable the creation of customer and business value.
Traditionally, information management, was about:
- Capturing information and data (the input).
- Classifying, storing, preserving and governing information.
- Managing information with various connected processes (collaboration, workflows, BPM,…).
- Delivering actionable information for whatever possible reason (the output).
Information Management – source AIIM
With artificial intelligence and intelligent information management, many of these elements can be automated and connected using intelligent – digital – solutions.
The result? Organisation using such intelligent information management approaches can focus more on the creation of value, innovation, transformation, their customers and the future of their business.
Intelligent information management makes sure that the information-related aspects and the processes run smoothly and lead to tangible benefits. So YOU can focus on the outcomes.
In the Kodak Alaris Information Management presentation below you can read more about artificial intelligence in a context of intelligent information management, using our Kodak Info Insight solution.
Der Beitrag Intelligent information management: the business power of actionable knowledge erschien zuerst auf KnowledgeShare by Kodak Alaris Information Management.