Here is a detailed summary of the key takeaways from the video transcript, broken down into sections:
Building Expert Communities
Challenges
- Rapid pace of innovation in IT leading to increased knowledge creation and sharing
- Knowing who the experts are and how they engage with customers
- Scaling knowledge management across a growing global workforce
Building TFCs at AWS
- Global, cross-organizational technical field communities (TFCs) focused on specific technology/business domains
- Decompose domains into sub-communities with regional/organizational representation
- Build expertise at different levels (200-400) based on customer needs
Engagement Flow
- Use expert engagement mechanisms (e.g. SPOC) to route customer questions to relevant experts
- Leverage knowledge bases to automate low-complexity requests
- Empower experts to focus on deep, relevant engagements
Cross-Community Collaboration
- TFCs collaborate to build end-to-end solutions (e.g. IDP)
- Leverage each other's expertise and curate solutions for broader customer use
Data-Driven Insights
- Capture engagement data in a data warehouse
- Leverage BI tools to generate insights
- Identify common questions to improve products/services
Retaining Expertise
- Provide time for experts to engage and use their knowledge
- Facilitate networking and knowledge sharing events
- Recognize top contributors through gamification
Leveraging Collaborative Intelligence
Collaborative Intelligence Concept
- Combination of human expertise and generative AI to solve problems
- Example: Human translators and machine translation working together
Applying to Knowledge Management
- Leverage large language models trained on curated knowledge
- Human experts validate and provide feedback to improve model outputs
- Feedback loop creates a continuously improving knowledge flywheel
Key Elements
- Subject Matter Experts
- Curated Knowledge Repositories
- Technical Field Communities
- Generative AI Capabilities (e.g. Amazon Bedrock)
Using AWS Redshift Private
- Build curated learning paths for developers
- Create Cloud communities of practice to share best practices
- Build searchable, secure knowledge bases
- Leverage gamification to drive engagement
- Integrate with Bedrock for generative AI capabilities
Commonwealth Bank of Australia Use Case
Challenges at CBA
- Siloed knowledge and tribal knowledge
- Fragmented communication and lack of visibility
- Repetitive questions and delayed issue resolution
CBA's Goals with Repost Private
- Leverage AWS global knowledge + add CBA context
- Centralize diverse support channels and documentation
- Reward and engage CBA's technical community
- Measure and reduce internal support tickets
CBA's Repost Private Implementation
- Onboard all CBA engineers to Repost Private
- Integrate CBA data sources with Repost Private
- Enable collaboration between AI and CBA community
- Track productivity improvements and ticket reduction
Key Takeaways
- Work closely with AWS team to plan and design the solution
- Focus on curating the right content and continuously optimizing
- Engage the technical community and leverage gamification
- Measure outcomes and continuously improve the solution
