tekom - Tagungen

How to improve the experience, quality and trustworthiness of AI-Enabled Technical Content Delivery

  • Fachvortrag
  • Künstliche Intelligenz (KI) in der Technischen Kommunikation
  • 12. November
  • 15:00 - 15:45 PM (MEZ)
  • C6.1
  •  Kees van Mansom

    Kees van Mansom

    • Accenture

Inhalt

AI-enabled technical content delivery can be a real game changer in technical publications. Where technical publications are often presented as linear documents in PDF or in difficult to navigate websites, there is a clear demand from clients for a more immersive, fully contextualized and targeted customer experience. Providing technical instructions through AI, gives us the opportunity to offer a better user experience compared to traditional documentation portals, but also potentially increases manufacturing and field services efficiency. 

Unfortunately, there are still some common issues in AI-Enabled content delivery, using technical publications as the source. Question is how we can solve the lack of trustworthiness of AI-driven content delivery, increase the relevance of the presented content and reduce the risk of providing the right instruction, but for the wrong machine. In my presentation, I will explain and demonstrate based on real-life examples how we can structure and enrich our content in such a way that it enables trustworthy, relevant and compliant delivery of the right content at the right time. 

Das lernen Sie

Participants will gain a deep insight in how AI can be used to provide contextualized instructions and how we can prepare our content for AI-driven content delivery and improve the value of our technical documentation work. 

Vorkenntnisse

Some knowledge of structured content authoring

Referent:in

 Kees van Mansom

Kees van Mansom

  • Accenture
Biografie

In 1991, I wrote my first technical instruction. The objective of the instruction was to prevent cold cracking in welding steel bridges. It was then, that I learned to put myself in the shoes of the user and to tailor my documentation to their specific context and requirements. A welder doesn't read a long manual, so the instruction had to be minimalistic and memorable.

My main motivation – you could call it my purpose - has always been helping other people, and I feel at my best when working on solutions that have a positive impact on people’s work and life. Like the welding instruction that explained a new way of working on just 4 pages, allowing welders to deliver bridges that can stand for over a 100 years.

Fast forward >30 years and I find myself now building bridges in organizations, innovating the way Technical Publications are developed and used. Though my role has changed over time, deep in my heart I am still that technical writer: combining innovation, storytelling and writing to design and explain innovative solutions. I can activate real change in complex technical publication landscapes and get the commitment from key stakeholders to maximize the impact of technical innovations and process transformations. Driven by my fascination for new technologies, I am continuously learning and looking for different scenarios to solve complex challenges.

As a leader in technical publications, I help my clients in transforming their technical publication processes using state-of-the-art technology and introducing innovations. By constantly challenging the status quo, I drive changes that have a real impact on people, processes and technology.

In 1991, I wrote my first technical instruction. The objective of the instruction was to prevent cold cracking in welding steel bridges. It was then, that I learned to put myself in the shoes of the user and to tailor my documentation to their specific context and requirements. A welder doesn't read a long manual, so the instruction had to be minimalistic and memorable.

My main motivation – you could call it my purpose - has always been helping other people, and I feel at my best when working on solutions that have a positive impact on people’s work and life. Like the welding instruction that explained a new way of working on just 4 pages, allowing welders to deliver bridges that can stand for over a 100 years.

Fast forward >30 years and I find myself now building bridges in organizations, innovating the way Technical Publications are developed and used. Though my role has changed over time, deep in my heart I am still that technical writer: combining innovation, storytelling and writing to design and explain innovative solutions. I can activate real change in complex technical publication landscapes and get the commitment from key stakeholders to maximize the impact of technical innovations and process transformations. Driven by my fascination for new technologies, I am continuously learning and looking for different scenarios to solve complex challenges.


As a leader in technical publications, I help my clients in transforming their technical publication processes using state-of-the-art technology and introducing innovations. By constantly challenging the status quo, I drive changes that have a real impact on people, processes and technology.