Effective knowledge management (KM) practices, coupled with artificial intelligence (AI) technologies, offer promising avenues for mitigating the spread of fake news while enhancing knowledge sharing with customers. By leveraging AI algorithms, organizations can sift through vast amounts of information to identify and flag potentially misleading or false content, thereby safeguarding the integrity of knowledge shared with customers. This study explores the transformative role of AI in enhancing customer education and combating misinformation. In an era where fake news threatens brand integrity and customer trust, leveraging AI for knowledge sharing emerges as a crucial strategy. The research underscores how AI facilitates personalized learning experiences and intelligent content dissemination, thereby empowering consumers to critically navigate the digital information landscape. Drawing on examples from Instagram, X (Twitter), and WhatsApp, the paper illustrates AI's impact on digital literacy and misinformation mitigation. Instagram's use of AI to identify fake news, X's implementation of warning labels, and WhatsApp's message forwarding limits exemplify how technology platforms can engage users in the fight against misinformation. Particularly, WhatsApp's 'Check the Facts' campaign highlights the importance of user empowerment and verification practices. The findings emphasize the central role of users in mitigating fake news, suggesting that empowering them through AI-enhanced education is vital. Despite acknowledging the limitations due to the rapidly evolving digital and AI technologies, this research suggests future studies could broaden the scope of AI applications in customer education across various sectors. The study reveals AI's significant potential in customer education strategies to build a well-informed society capable of combating misinformation, highlighting the need for ongoing innovation, ethical considerations, and user engagement.
Leveraging AI for Knowledge Sharing with Customers to Mitigate the Negative Effects of Fake News
Taraghi, N
;Scarso, E;Bolisani, E
2024
Abstract
Effective knowledge management (KM) practices, coupled with artificial intelligence (AI) technologies, offer promising avenues for mitigating the spread of fake news while enhancing knowledge sharing with customers. By leveraging AI algorithms, organizations can sift through vast amounts of information to identify and flag potentially misleading or false content, thereby safeguarding the integrity of knowledge shared with customers. This study explores the transformative role of AI in enhancing customer education and combating misinformation. In an era where fake news threatens brand integrity and customer trust, leveraging AI for knowledge sharing emerges as a crucial strategy. The research underscores how AI facilitates personalized learning experiences and intelligent content dissemination, thereby empowering consumers to critically navigate the digital information landscape. Drawing on examples from Instagram, X (Twitter), and WhatsApp, the paper illustrates AI's impact on digital literacy and misinformation mitigation. Instagram's use of AI to identify fake news, X's implementation of warning labels, and WhatsApp's message forwarding limits exemplify how technology platforms can engage users in the fight against misinformation. Particularly, WhatsApp's 'Check the Facts' campaign highlights the importance of user empowerment and verification practices. The findings emphasize the central role of users in mitigating fake news, suggesting that empowering them through AI-enhanced education is vital. Despite acknowledging the limitations due to the rapidly evolving digital and AI technologies, this research suggests future studies could broaden the scope of AI applications in customer education across various sectors. The study reveals AI's significant potential in customer education strategies to build a well-informed society capable of combating misinformation, highlighting the need for ongoing innovation, ethical considerations, and user engagement.
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