The Era of LLM Agents: Next Big Wave in Knowledge Management

Gartner predicts that search engine volume will drop up to 25% in 2026. This is because of the emergence of GenAI-powered search engines. Customers prefer to use a ChatGPT-like interface to seek answers, which are powered by Large Language Models (LLMs) for their convenience and ease of use. Eventually, customers will abandon search engines! Many companies utilize GenAI-based agents such as chatbots, and assistive search to provide rich customer experience.

The appetite for these GenAI tools is growing, and many people are adopting these technologies faster. At Document360, we have adopted GenAI capabilities such as Eddy AI to provide enhanced search experience and content tools to help technical writers increase their productivity.

Evolution of GenAI Search & Chatbots

The Retrieval Augmented Generation (RAG) approach underpins how the GenAI search engine works. The need for a conversational interface leads to many companies adopting open-source frameworks such as LangChain. Both GenAI-powered search engines and chatbots are gaining a lot of traction amongst the new wave of customers who are tech-savvy and want to get things done quicker! benefits of these tools are multi-fold such as

• Helps to learn better through iterative probing

• Assists in producing accurate answers to customer questions

• Feels natural to have a conversation

The enterprise has to empower those customers looking to resolve their queries themselves with the right tools such as a chatbot. GenAI search & Chatbots are predominantly used by enterprise organizations in deflecting support tickets. Many enterprises are finding success in increased customer satisfaction scores after the introduction of chatbots inside their products and information portals.

Beyond AI LLM Agents Will Shape the Future

The LLM agents are poised to become the next big thing. These agents may be tasked to involve human beings before making decisions, thus human-in-the-loop principles should be applied while designing these systems. The future is exciting given the rise of LLM agents who are programmed to perform tasks, make decisions, and communicate with other LLM agents for information exchange. They can leverage collaborative intelligence to undertake sophisticated tasks quickly and easily.

Imagine asking a GenAI-powered search engine a “How-to” procedure. For example, in docs.document360.com, you can ask Eddy AI, “How to insert a business glossary term into an article”

Eddy AI produces four sequential steps to accomplish this task, which may or may not need human input. If a GenAI-based search produces these steps, an LLM agent can understand and execute them inside the product. This can be accomplished in two ways.

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