Unlocking Knowledge: Our Next-Gen Knowledge Base Management Solution

Tired of fruitlessly digging through your company’s knowledge base, or answering the same questions repeatedly? Imagine saving time, reducing your dependency on subject matter experts, and giving your team easy access to accurate and up-to-date information.

Whether you use SharePoint, Google Workspace, or another tool, internal knowledge bases often grow into complex, hard-to-navigate systems. Over time, they also develop hidden gaps: missing, outdated, or unclear information that employees need. This leads to wasted time and increases the risk of people relying on inaccurate content. When misinformation spreads, it causes confusion, poor decisions, and lost productivity.

In this blog, we will share how SMS’s Innovation Team is using AI to create a smarter internal knowledge base system that keeps information current, clear, and easy to find as your data grows.

The SMS Innovation Team has developed Adam, an AI-powered knowledge base assistant designed to provide internal company answers via a conversational experience similar to ChatGPT.

At its core, Adam utilizes advanced Large Language Models (LLMs) in combination with a Retrieval-Augmented Generation (RAG) pipeline, a popular architecture that allows Adam to retrieve the most relevant and up-to-date information from internal data sources and deliver it to the LLMs in a structured manner. As a result, the responses generated are both accurate and firmly rooted in the latest company’s proprietary information.

Adam saves time by delivering a concise summary of large documents, focusing specifically on the information most relevant to the employee’s query. Adam’s capabilities go beyond those of standard RAG-based applications, offering solutions tailor-made for enterprise knowledge management:

• Adam is an intelligent assistant designed to continuously improve the quality of organizational knowledge. It does this by providing recommendations for updates to the knowledge base driven by user feedback, ambiguity detection, and the identification of knowledge gaps.
• Adam helps knowledge base administrators enforce guideline compliance by allowing them to prioritize certain types of information. For example, if an official policy exists, Adam ensures it takes precedence and overrides any conflicting information from other sources.
• Adam significantly reduces the time employees spend searching for relevant documents by intelligently retrieving the most pertinent internal content. Every response also includes clear citations, enabling users to easily trace answers back to their sources and build confidence in the information provided.
• Adam surfaces related topics and highlights similar initiatives that users may not have specifically searched for. This helps prevent duplicated work, encourages data discovery, and promotes cross-team collaboration. For instance, if an employee is researching how to build a particular application, Adam might surface a related internal project or past initiative, allowing them to build on existing knowledge rather than starting from scratch.
• Additionally, Adam was designed with enterprise-grade flexibility and security in mind. Admins can switch out the underlying AI model as per company policies and have fine-grained control over what information the AI can access.

AI can impact knowledge base management in ways that are both measurable and profound. We created Adam not merely to answer questions, but to fundamentally transform how knowledge is shared, accessed, and applied across an organization. Adam empowers teams to rethink their relationship with data, enabling them to achieve more in less time, with greater accuracy and quality.

In the coming weeks, we will share more practical examples on how you can extract value for your organization by using AI to improve quality while saving time, effort, and cost in various processes of the organization. Stay Tuned.

At SMS, we see the rise of artificial intelligence as an opportunity to re-imagine long-standing organizational challenges and develop innovative, streamlined solutions. To that end, we’ve made significant investments in building deep AI expertise, both to enhance our internal capabilities, and to better support our clients.

With nearly 50 years of experience, SMS is a trusted provider of professional services, delivering high-impact solutions across both public and private sectors. We operate in highly secure, compliance-driven environments that demand government-grade standards, while also surpassing the agility, efficiency, and speed expected from leading private sector service providers.

If you’re looking to use AI to boost efficiency, cut costs, and maintain top standards in quality, security, and compliance, let’s connect. Our team of experts is ready to help identify opportunities tailored to your unique needs.