AI benefits an organization’s operations with a carefully structured information architecture.

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Today’s customer experience spans the complete range of the organization’s system data, or what I refer to as endto-end. For example, a web comparison of product features and pricing will accesses sales, marketing, distribution and finance systems. Independent systems, out-of-date content and conflicting information from siloed systems and data will result in an inconsistent customer experience driven by fragmented and inaccurate data. 

For companies to really reap the advantages of AI, leaders across the organisation must attempt to organizing companywide data into a cohesive data architecture, designed for integration. This structure must allow data to flow across all systems, allowing an organisation to get a complete, update view of the dynamic business environment through data.

AI benefits an organization’s operations when implemented with a carefully structured information architecture.


To maximize the advantages of AI, organizations must revamp their data infrastructure. Enter ontology: a way of organizing interconnected systems, using common terminology. Ontologies represent and help define complex data relationships. They allow users to retrieve and interpret the information they need from many diverse sources within the business.

The sheer volume of information in organizations today makes it impossible for workers to assimilate all the company’s available knowledge, processes, KPIs, policy manuals, training and product information. 

An ontology, with accompanying taxonomies (categories that classify the info into user-defined groups) creates a comprehensive data infrastructure that connects scattered content and enables data flows between multiple systems. 

  • Organizations can then employ AI to interact with the ontology, with multiple resulting benefits:
  • Users can quickly access accurate and consistent information. 
  • Developers can create applications that suggest products to customers on the idea of their search histories.
  • Leaders can gain insights into product designs and sales approaches in line with customer feedback.
  • Product designers can use bots to unravel engineering issues.
  • AI detects subtleties within the customer experience, and offers businesses a grip in marketing, sales, product design and customer service.

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