AI Tools Help Frontline Workers Share Tacit Knowledge

Frontline workers often rely on practical knowledge that never reaches official procedures. A TechRadar Pro Perspectives article by Jason Harvey argues that AI tools can help companies capture and share that expertise.

The article says tacit knowledge can account for up to 85% of company knowledge, citing multiple academic studies. It describes how AI agents trained on standard operating procedures (SOPs) and training materials can surface outdated guidance and gaps as workers interact with assistants. Companies can use those signals to update procedures and training, and turn undocumented expertise into short learning materials.

Harvey says these systems can accept audio, text, images and video. For example, a worker might report a gap verbally or photograph a shelf for an agent to compare with a visual merchandising planogram. The article also says smaller models can run on devices, keeping data on the device or company network and reducing latency.

It cites a report by MIT saying businesses that partner with AI providers have a 66% AI success rate, compared with 33% for those relying on internal development alone. It also attributes to Stanford’s Digital Lab a finding that executive sponsorship is a top factor in AI success, cited by 43%.

The article presents frontline contributions, organizational culture and outside expertise as parts of adopting AI at work. Its claims and recommendations are the author’s views and are not necessarily those of TechRadar Pro or Future plc.