Why Knowledge Management System needs to be “Intelligent” in Professional Service Providing Organisations

Practical observation as well as research has highlighted the numerous issues of Knowledge Management (KM) and Organisational Learning (OL). These issues are even more pronounced in professional-service-providing organisations (PSPOs) such as consulting. These identified issues have negative impact on overall effect of knowledge management such as knowledge sharing, creation and transfer, especially for young consultants who are always seeking such knowledge to perform day to day tasks. Current Knowledge Management Systems (KMS) are not able to meet the users’ expectation, and there is a need for intelligent KMS (IKMS) to be introduced. IKMS will interweave AI technologies (Traditional and Generative AI technologies) and KMS to fulfil the needs of PSPOs. A conceptual framework as well as two key scenarios will be presented to show how the new IKMS can fulfil the need of PSPOs’ knowledge management, especially for new and young consultants who have recently joined the consulting practice.