In a recent conversation with SafetyDetectives, Nicola Abbasciano, the COO and Co-Founder of Pigro, discusses how his company is revolutionizing the knowledge management landscape. With over two decades of experience in operations, sales, and marketing, Abbasciano delves into Pigro’s AI-powered solutions designed to streamline knowledge retrieval and sharing. These innovative technologies not only enhance productivity but also dramatically reduce operational costs, setting new standards in the industry.
Thank you for your time, can you introduce yourself and talk about your role at Pigro?
In more than 20 years I’ve developed operations, sales, and marketing expertise in important multinational companies, testing different approaches and mindsets. I founded Pigro in 2018 with Nicolò Magnanini. In Pigro I deal with sales, marketing, and finance, while Nicolò manages the technical team and is in charge of product development.
What are the primary benefits that businesses and organizations can expect to gain from using Pigro’s knowledge management solutions?
Pigro can improve the company’s productivity thanks to its proprietary technology focused on knowledge retrieval.
Basically, our solution is an AI-powered search engine that retrieves any information, inside any kind of file, from any repository of your organization, in just a few seconds. Asking complex questions in natural language you will get a clear-cut answer: the exact portion of text that answers your question, no need to read the whole document. Pigro can be connected with any repository and it updates the contents every time they change. The system will be trained in just a few seconds without requiring any time-consuming activities by employees, cutting dramatically all maintenance costs.
Our solution optimizes also Knowledge sharing between employees and departments such as the HR or IT division. It can support help desk employees in information retrieval from the corporation’s knowledge base improving their productivity. A common application of Pigro is about HELP DESK operation, supporting help desk agents to browse the huge amount of information available, speeding up significantly their work. Finally, Pigro can be used as an advanced search engine system on your website helping your customers browse and find what they are looking for, without any consequence on corporate reputation, increasing leads acquisition, and providing a better user experience available 24/7.
What are the most significant challenges that organizations face when it comes to effectively managing and curating their knowledge and content?
The first issue is the knowledge quality. In Pigro we developed a technology that finds issues in your knowledge bases and tells you how to fix them, improving your workforce productivity. You will get actionable insights about badly written content, broken links and wrong URLs, duplicates and redundancies, conflictual documentation, lack of information, wrong access permission, and poor search results.
The second challenge is sharing the information and in particular the intangible one inside the employees’ minds. By Pigro you can create content and share them all over your organization.
How is AI changing the way businesses manage knowledge?
AI has improved the capability to get valuable information from the companies’ knowledge base improving the employees’ productivity, It supports content creation and enhances content quality.
How do AI-driven knowledge management tools ensure the relevance and contextuality of the answers they provide to user queries?
This is not to be taken for granted! The importance of reporting only reliable data is crucial in the business world. You must rely on a search algorithm capable of first identifying the most relevant contents which are then given as input to generative AI models. It is important to instruct the model in order to use its linguistic skills and not its previous knowledge, this will allow the model to provide the user with a clear-cut and contextual answer without hallucinations or misleading information.
Could you explain the methods or approaches used in the industry to identify knowledge gaps within knowledge bases and the subsequent steps taken to address these gaps effectively?
At the moment most industries use human labor to analyze knowledge gaps. It means there is a team reviewing all documents and employees’ queries generally every month or quarter to get actional insights about improving their knowledge base quality and content. Our solution can automatize this task supporting companies in building a more effective knowledge base.