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Global Consumer Health Company

Making Knowledge Content AI-Ready Without Losing the Human Touch

Summary

Find out how the O’Keefe Group partnered with a Knowledge Management (KM) team to make high-value HR and IT articles AI-friendly and searchable while ensuring they were accessible, clear, and engaging for employees. 

Challenges

  • A global consumer health company prepared to roll out a new AI “Genius” tool to help employees find answers and information via ServiceNow, its workflow automation platform. Different teams had written much of the source content over time, creating a vast volume of HR and IT articles not optimized for AI.
  • This project included a mix of strategic and practical challenges:
  • Articles varied widely in structure, tone, readability, and searchability.
  • Employees often spent too much time searching for articles or combing through unnecessary detail.
  • Existing content was not structured for reliable AI interpretation.
  • Some content was sensitive or contained legal/policy guidelines, limiting how much it could be edited.
  • The globally distributed KM team included many non-native English speakers and writers inexperienced in tuning content for AI-readiness.
  • Because the AI tool had not yet launched, creating AI ready content required testing, iteration, and close collaboration across teams, all while keeping the work moving quickly.

Solutions

OKG worked within the company’s existing ServiceNow knowledge environment, focusing on clarity, consistency, and scalability. Our achievements included:

  • Refining and updating the existing article style guide: This helped promote AI readiness and established a clear, concise, and consistent writing approach grounded in best practices. It also created shared standards for all knowledge management contributing writers, minimizing subjective editing.
  • Revising articles to follow predictable patterns: This made it easier for employees to scan articles and enabled more efficient AI processing without altering sensitive content.
  • Using generative AI (Copilot) thoughtfully to accelerate the work: This sped up drafting and editing and helped maintain consistency, with human writers assuring accuracy, tone, and judgment.
  • Coaching the KM team through hands-on workshops: OKG led a series of virtual, interactive writing workshops, enabling the team to apply updated standards with confidence.

Results

By the time the AI tool launched, the organization had built a stronger, more scalable knowledge foundation for both employees and generative AI.

  • “Chat deflection” increased from 68% to 73%, signifying more employees could find what they needed without contacting support for more help. 
  • The average knowledge article click position improved from 5+ to under 3, a 30–40% gain in visibility, making answers easier to find. 
  • Knowledge articles became more consistent, searchable, and easier for employees and AI tools to interpret. 
  • The updated style guide and Article Quality Index (AQI) created clear governance standards for future content creation. 
  • Internal confidence in the AI knowledge strategy increased, paving the way for possible additional applications beyond HR and IT, into procurement, legal, travel, and expense support. 

When the project wrapped up, the KM team was better aligned, more confident, and better equipped to sustain the work in the future. According to the Digital Experience & Knowledge Management Leader, “The O’Keefe Group helped us improve article quality, search visibility, and user satisfaction while creating a scalable foundation for AI adoption. They were a true partner throughout the process.”

Why it Matters

Many organizations rush to deploy AI without adequately preparing the knowledge content that powers it. This project shows a more effective path forward. Prioritizing content readiness ensures information is structured, consistent, and usable by humans and AI alike. This approach also respects existing systems and brings stakeholders along for the journey. When knowledge works for humans and AI, everyone benefits.