Integration of Conversational AI Capabilities in Knowledge Management Processes for Higher Education

Abstract

This paper explores the application of knowledge management (KM) in higher education institutions (HEIs), focusing on the potential of artificial intelligence (AI) technologies, especially Conversational AI to transform knowledge processes. By examining conversational AI systems, this paper investigates how such technology can enhance knowledge creation, sharing, and application within educational contexts. The illustrative example of Georgia State University’s "Pounce" chatbot show practical benefits of AI in administrative and educational support. The paper suggests that integrating AI into KM practices can address the evolving needs of HEIs, supporting their mission to provide high-quality education to society. The paper underscores the importance of adopting advanced technologies to augment institution’s competitive advantage. Through a real-life example of Con-AI application in KM, this paper contributes to the understanding of how HEIs can leverage technology to enhance their core functions and sustain their competitive edge.