Mention the term knowledge management (KM) and you’d once be greeted by a roomful of yawns. Not anymore. With artificial intelligence (AI) injecting new vigor into KM, its “old librarian” image is suddenly sexy. It’s a player that can make a significant contribution to CX improvement and competitive advantage. Let’s face it: Company efforts to build knowledge bases are sometimes futile exercises. Content can be quickly accumulated. The challenge is managing it so it’s useful and easy to find.