The Lovable Free Weekend: AI Showdown came at a busy time. Between helping my teenage son prep for a big camping trip and celebrating my daughter’s graduation from the University of Oregon, life didn’t slow down. But that’s exactly what made this event special—Lovable gave me the push and tools to make real progress on […]
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Training Smarter: Why Content Health is Critical for AI and Knowledge Management
As AI tools like chatbots, virtual assistants, and large language models (LLMs) become increasingly embedded in customer support and knowledge management systems, organizations face a new, often underestimated challenge: content health. Whether deploying Retrieval-Augmented Generation (RAG), fine-tuning LLMs, or enabling AI-driven self-service in platforms like Salesforce, ServiceNow, or Wolken, the quality of your knowledge base […]
Read MoreThe Search Struggle: Fixing Findability in a World of Fragmented Content
Most enterprise organizations have invested heavily in creating knowledge. But when it comes time to finding that information, whether it lives in a knowledge base, a product doc portal, a service desk tool, or even a Slack thread, the experience can fall apart. Search is broken. Not always visibly, but quietly. And it’s costing us […]
Read MoreEnsuring Knowledge Health Through Effective Governance
In self-service and support environments, a healthy knowledge base isn’t optional. It’s foundational. Knowledge health refers to how well your content supports speed, trust, and resolution. When the right article is easy to find, accurate, and up to date, it deflects cases and resolves issues faster. When it’s not? Outdated, redundant, or poorly maintained knowledge […]
Read MoreManaging Stop Words for Better Search Outcomes
If users can’t find what they need, they don’t just abandon the search—they escalate. That creates more support tickets, longer resolution times, and missed opportunities to deliver real value through self-service and proactive knowledge. In every search-enabled environment I’ve supported—from customer portals and developer docs to chatbot flows and internal knowledge hubs—stop word management has […]
Read MoreThink Before You Prompt: How PIQPACC Sharpens GenAI Content Strategy
I recently came across a post on LinkedIn about how PIQPACC reshaped someone’s approach to strategic planning—and it immediately clicked. Over the last few years, I’ve been hands-on with AI-assisted knowledge management: piloting GenAI to support customer-facing documentation, tuning chatbots, optimizing search, and leading Knowledge-Centered Service (KCS) programs at enterprise scale. Looking back, some of […]
Read MoreHow AI Is Transforming Knowledge Sharing in Customer Support
The Persistent Challenge of Sharing What We Know For years, knowledge management leaders have wrestled with a familiar and stubborn challenge: getting frontline support agents to consistently share what they know in the knowledge base. Whether it was known as “tribal knowledge,” “tacit knowledge,” or simply the knowledge trapped in the heads of experienced agents, […]
Read MoreArchitecting Knowledge That Performs: Scaling Self-Service, Improving CSAT, and Driving $30M in Support Savings Across the Enterprise
I didn’t start in knowledge management. Like many in a support environment, I started on the phones, supporting ACT! and WinFax customers while taking graphic design courses at Lane Community College. What began as a frontline support role quickly evolved into something bigger. I found myself drawn not just to solving individual problems, but to […]
Read More2025 State of Open-Source AI: What KM and KCS Leaders Need to Know
AI in Knowledge Systems Open-source AI is enhancing how enterprises manage, retrieve, and deliver knowledge across platforms. While AI-powered search is foundational, its strategic impact spans content curation, personalization, governance, and real-time orchestration across support, engineering, and operations. Adoption requires addressing compute costs, talent shortages, and infrastructure complexity. This article explores: I. Why This Matters […]
Read MoreManaging Data Governance, Clean Data, and Knowledge Archiving for AI Success
AI is no longer a future investment—it is already embedded in most enterprises. Yet scale remains the exception, not the norm. According to MIT Technology Review, while 95 percent of companies report using AI, 76 percent are still limited to just one to three use cases. The constraint is not a lack of ambition or […]
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