UNLOCKING THE VALUE OF

KNOWLEDGE WORK
AUTOMATION
 Knowledge workers spend an average of
41 percent of their day on unsatisfying
activities that do not use their primary skills.
Assuming the 1 billion knowledge workers in
the world work eight hours a day, that’s
3.28 billion hours a day highly trained experts
dedicate to work that does not add long-term
value to their organizations or significantly These employees’ output and job
improve their projects. To make these satisfaction hinges, unsurprisingly,
numbers more personal: most people reading on putting their knowledge and skills
this eBook will have to spend more than three to their best use. To maximize the benefit

3.28
hours and 17 minutes today on work that of knowledge workers, both for their
should be automated. employers and themselves, organizations
need to minimize the time they spend on
Tasks such as writing emails, ensuring legal tasks that underutilize their skills
and regulatory compliance, and organizing and talents.
contracts and schematics all keep projects
running smoothly. But just because work Despite having become a business
needs to be done doesn’t mean a highly skilled cliché, “work smarter, not harder”

BILLION
(and highly paid) knowledge worker needs tells the whole history of work. Every
to do it. These professionals undergo years productivity innovation — from the Roman
of education and training to solve critical aqueducts to the assembly line to the
problems and complete revenue-generating latest supercomputer — has been about
projects. They should not be creating simplifying repetitive tasks to better

HOURS frequently used documents from scratch or

searching through old emails looking for some
long-lost piece of information. All these tasks
can and should be automated.
leverage human creativity and ingenuity.
Today’s tools can do billions of calculations
per microsecond, send a million emails all
at once, store and organize institutional
knowledge in the cloud, and use AI to
per day is spent on accurately generate and complete any
document. So why are knowledge workers
non-value added work still spending nearly half their time on
cumbersome, manual tasks?

On their own, each of these tools makes

2
 DEFINING
KNOWLEDGE WORK
Knowledge work (also called thought work or Not surprisingly, most knowledge workers In a perfect world, knowledge workers
mind work) is any task performed primarily are highly paid professionals whose time is would spend every moment of their
through exercising knowledge and creativity, extremely valuable. Someone tasked with workday focused entirely on solving
and a knowledge worker is someone whose providing clients with wealth management critical problems and creating the assets
primary capital is their store of information advice, creating legal documentation, or and results their client or employer
and critical thinking skills. Anyone whose designing business process solutions should needs. Knowledge workers would devote
job it is to “think for a living” is a use their time either practicing, preparing themselves 100 percent to being the
knowledge worker. for, or improving their effectiveness at those visionaries, specialists, and creatives they
tasks. An argument can be made that even are paid to be. That perfect world does not
A knowledge worker’s primary focus is on relaxing or decompressing is a more valuable exist yet, even though the technology to get
combining convergent (fact-finding) and use of a knowledge worker’s time than us there does.
divergent (creative) thinking to solve any task that does not directly contribute
unique problems. to their knowledge work. A relaxed and Knowledge work automation is all about
confident knowledge worker is more likely getting that technology into a single,
to perform well than one who is tired, integrated platform that enables knowledge
bored, or overwhelmed with clerical and workers to be the thought leaders they
administrative work. want to be.

3
THE
Knowledge workers are often an organization’s best
source of institutional knowledge — the collection of
procedures and best practices that accrue within any
organization over time. Knowledge workers are
usually the people who discover, develop, and refine
these techniques. But manually recording, storing,
and organizing this data and pertinent instructions is
time-consuming and can lead to valuable information

NEED
being either incorrectly recorded, misplaced, or lost
completely if someone is too busy to log their insights.

These tasks also have the unfortunate side effect of

upsetting a knowledge worker’s flow. A flow state is the
mental condition of being in a productive and effective
work mode: when the labor is going smoothly and

FOR
efficiently, and the worker is at their most stimulated
and engaged. Any person thrives and does their best
work in a flow state, but this condition is most often
achieved after some time working on the desired task to
“ramp up.” Interrupting flow to perform a less interesting
task — especially if that task takes a long time and saps
the individual’s energy — can be disruptive and make

CHANGE
it difficult to re-enter the flow state, which is where a
knowledge worker wants to live.

4
 Knowledge work automation is dedicated • Manual copying of work-in-progress
to streamlining a knowledge worker’s tasks to external collaboration tools can
to eliminate anything that does not make be fully integrated as part of normal
best use of their skills. This technology workflows covering any document’s
driven, interdisciplinary approach focuses on end-to-end lifecycle.
bringing together all the tools a knowledge
worker needs to minimize the time they • Approved documentation can be
spend on flow-breaking tasks that should not automatically sent for electronic
require their dedicated attention. signing and distributed to all
relevant stakeholders.
Technology already on the market could
easily automate 45 percent of job tasks. • Filing correspondence of a client project
By leveraging and combining new innovations can include dozens of steps, all of which
such as AI and the cloud, knowledge work can all be automated to the level of
automation makes all aspects of knowledge naming each attachment, classifying and
work easier and smoother. Knowledge work organizing that information, applying
automation covers the end-to-end process permissions and retention schedules,
of knowledge work from document creation and placing each file into appropriate
and management to workflow automation, queues for further processing.
collaboration, and compliance.
Professionals forced to use their time on
Here are a few examples: tedious or unstimulating tasks are more
likely to quit, driving turnover and making
• The institutional knowledge generated by it difficult to build an effective team.
an organization’s knowledge workers can As high-value, highly trained and educated
be easily stored and cataloged for employees, knowledge workers stand

WHAT IS later use.

• Documentation that could take days to

create and approve can now be generated
based on pre-approved templates and an
to create exponential value for their
employers. They not only complete the
most key revenue-generating projects,
but they develop and curate institutional
knowledge and help innovate new ways

KNOWLEDGE WORK existing knowledge base. to make a business grow. Knowledge work
automation is about removing all obstacles
to these goals so knowledge workers
can be more productive, more fulfilled,

AUTOMATION?
and happier in their careers.

5
Knowledge Work Automation Platform: ificial Intelligence T
y Ar t e ch
End-to-End Support & Automation s ist
ed b
DOCUMENT
MANAGEMENT
nol
o

gie
As
Any number of different tasks might pull a

s
A knowledge work automation platform
knowledge worker’s time and attention from the should offer an integrated user experience
creative and stimulating work that makes best streamlining all aspects of the work.
use of their skills. Even if each task has a software In such a system, end-to-end support,
solution to speed up or automate completion, and automation for every task is
navigating between different systems is another available in one integrated, easy-to-use SECURITY & DOCUMENT
COMPLIANCE AUTOMATION
distraction knowledge workers don’t need. software suite. The goal is to eliminate Knowledge
information chaos by automatically Work
These systems have different user interfaces, organizing data regardless of where it is, Automation
different login and security requirements, and provide document-centric workflows for
may even be on different hardware platforms. process efficiency and accuracy, and
Problems requiring multiple systems may have reduce business risk with automated
a knowledge worker bouncing back and forth security and compliance.
between browser tabs, desktop apps, and
A fully integrated system is built with CONTENT WORKFLOW
even their computer and mobile device. COLLABORATION AUTOMATION
the understanding that a knowledge worker’s
Knowledge workers don’t need this stress
products are the advice and deliverables
and confusion.
they give their clients. Anything that doesn’t
add value to that product is a distraction.
Technology giants such as Microsoft, Google, and
Knowledge workers need an integrated
Adobe provide comprehensive suites of general-
platform to facilitate the whole knowledge
purpose tools and technologies, but these systems
work process from inception and creation to
don’t form an integrated end-to-end process.
reviews, approvals, sharing with clients,
To make knowledge work flow seamlessly, users of
and beyond.
these application suites need to invest additional
time and money to get to the desired state.

Most enterprises have documents and data in

multiple systems creating information silos
for knowledge work. The ability to connect into
all relevant data sources and apply an enterprise-
wide search is a key ingredient in driving
knowledge work productivity.

6
AI:
Artificial intelligence as a technology Generative AI does have its pitfalls.

HERE TO has been around for decades and

innovative approaches are constantly
being developed to teach machines to
be more intelligent. Many knowledge
workers have embraced AI-driven
productivity improvements for better
The results provided by AIs may not
be accurate and human expertise is
required to validate the output. Also, it
can be tempting to pass off AI-prompted
assets as one’s own, sometimes without
even refining the work to give it a human

HELP search results and superior analysis

and classification of data or meeting
transcripts. However, the emergence
of large language models (LLMs) and
generative AI is changing the game.

Many knowledge workers are

touch. Generative models also learn
from similar existing work by humans,
integrating these assets without
permission, and some have made the
case that this is a form of plagiarism.
But these are issues of ethics and
the nature of creativity, and no sign
increasingly worried about AI. anyone’s career is in danger.
Programs such as ChatGPT and Stable
Diffusion have some writers and artists AI is not here to steal knowledge
afraid their employers may replace workers’ jobs, because AIs are
them with computer programs. not — and may never be capable of
It does not help that fiction and — imagination or abstract thought.
popular culture have long explored Instead, the task of AI is to handle
similar themes, and countless articles the uncreative, time-consuming
from social media clickbait to academic busywork that wastes these human
research urge a bearish attitude employees’ expertise, energy, and
toward AI. But the truth is, generative ingenuity. Sometimes AI can also spark
software is not advanced enough the knowledge workers inspiration by
to threaten the livelihoods of generating a sample that gets the job
creative individuals. halfway there.

Generative AI is exciting and while it is

easy to imagine a future where AI can
handle the entire workload of a creative
writer or tax accountant, this may never
be possible or even desirable. But even
as it exists today, generative AI has the
potential to raise the bar on automating
repetitive, time-consuming tasks that
still eat up our knowledge workers’ time.

7
 How AI Can Help
How can AI help
AI exists to speed and streamline aspects
of knowledge work. For example, when a
knowledge worker saves a new document,
Knowledge Workers?
AI can automatically detect the document
type and business context, derive the With the right AI-assisted platform,
correct access rights, and place it into the
appropriate automated workflows. A large knowledge workers can:
language model is perfect for summarizing
documents for faster consumption, or
answering specific questions based on the
organization’s content. LLMs can also be
used as a user interface to make the life of
the knowledge worker easier. Instead of
Ask questions and analyze
manually executing a series of tasks, the their data.
knowledge workers can simply rely on the
AIs ability to understand the tasks within
its purview and get the job done.
Summarize documents
in any language.
AI can potentially open even more
possibilities, handling previously
unimagined aspects of knowledge work.
This higher tier of automation makes Use natural language as the
AI an invaluable tool for knowledge
workers, there to help people do their user interface.
jobs, not take jobs away from people.
AI is an ideal assistant for knowledge
workers, and a key part of what makes
knowledge work automation such a
revolutionary step forward.
Generate added content based
on samples or prompts.

8
 The volume of unnecessary work AI and documents such as legal agreements with
other innovative digital processes can multiple annexes. Similarly, automating
remove from a knowledge worker’s plate is the creation of personalized messages for
impressive. Using document automation, a large number of recipients is a common
workflow automation, and robotic process use case for document automation.
automation (RPA), computers today are In addition to completing documents,
advanced enough to handle applications for knowledge workers can build a library of
manipulating data, processing transactions, reusable assets.
activating appropriate responses, and
interfacing with countless computer systems Organizations develop a wealth of
at once. These tools are another facet of institutional knowledge as they mature,
knowledge work automation and help take and their team members acquire more

IF IT’S NOT these tasks away from knowledge workers.

RPA is especially good at automating

repeatable workflows that occur across
legacy systems with limited APIs and
experience and perfect their work
processes. Workflow automation can
integrate these learnings into business
processes, guiding knowledge workers
at their tasks and reminding them with

REAL integration points. For example, RPA is ideal

for extracting details from incoming emails
or web forms and pushing those details into
other systems to trigger next steps in the
end-to-end workflow.
assignments and notifications. Workflow
automation can also smoothly embed
up-to-date security and compliance
controls naturally into daily work.

KNOWLEDGE Document automation helps capture

commonly used documents into templates
that can be used to quickly generate
Knowledge work automation helps take
away manual tasks and institutionalize
organizational learnings. Knowledge
workers become more productive, and

WORK, the required output. These automated

templates can contain complex and nested
logic, variations, and even complete sets of
companies can stop relying on word
of mouth.

AUTOMATE IT! 9
What Collaboration Looks Like with
Knowledge Work Automation
Collaboration has always been an integral part of Technology has already made asynchronous Knowledge work automation brings structure to
knowledge work. Joining other experts to complete collaboration easier, but while these programs do collaboration and ensures the most efficient use of
projects and solve problems is an indispensable track some changes by different users, they do all workers’ time and resources. These systems can
part of any creative or thought-driven process. not facilitate working together from across the also track whose task is current, so everyone knows
In the new world of telecommuting and hybrid world to make the collaboration flow towards a where the process is now, which team member to
workforces, many knowledge workers must join goal. Furthermore, not all collaborators have equal talk to for updates, and when to prepare for the
from various locations and even time zones, ownership of a project and stakeholders may need next stakeholder to take the ball.
making asynchronous collaboration much more different permissions and authorizations. When
common. Collaboration happens in meetings, dealing with commercial relationships, bulletproof Purpose-built client collaboration platforms make
emails, chats, and the co-editing of documents. audit trails must retain evidence of working together more efficient, eliminating the risk
Optimally all these aspects of collaboration are approved versions. of errors. Both the knowledge worker and client feel
included as part of the overall process and no a sense of control and understand where all their
information is lost. Emails and chatting enable the free flow of assets are located. The latest technology means no
knowledge, but it might be hard to drive the process sorting through inboxes for the right attachment,
to a conclusion or enforce any process. Sometimes information, or answer to a question.
these vital pieces of information are also overlooked
and forgotten, even when they might provide
necessary details about agreed-upon deadlines or
approved changes in scope.

10
 Before Knowledge Work Automation After Knowledge Work Automation

A consultant creates a new The project manager receives A consultant creates a new The project manager receives
presentation for a client’s project the presentation from the consultant presentation for a client’s project the presentation from the consultant

1. Start creating 7. Review and 1. Automatically create 5. Document reviewed

in PowerPoint edit the document a document and edited

2. Select and populate 6. Document approved

2. Save file when done 8. Save the final for release
a template
What? document under
a new name
3. Navigate to 3. Permissions are set 7. Document is automatically
Where? the right folder and document placed sent to client via portal
in workflow for sign-off
9. Email the approved
document with its
4. Name the document What? new name
4. Completed
document is sent
for approval End-to-End Automation
5. Check access
Who? and modify rights How? 10. Notify the consultant

6. Share link with

How?
project manager
?
11
POTENTIAL Company Growth,
Not IT Savings
PROFIT Knowledge work automation is targeted at business owners

& ROI and leaders looking for new ways to generate revenue and
scale their organization. Knowledge work automation creates
that opportunity by freeing up a company’s most inventive
minds. Knowledge workers become unburdened by repetitive,
tangential tasks to focus their skills on solving new problems and
making their companies bigger and better. With knowledge work
automation, knowledge workers spend their time on valuable
tasks and on improving operations overall.

Knowledge work automation does save time and money, but

in service of the greater goal: freeing up knowledge workers to
create ROI for their employer.

Knowledge work continues to transform at the amazing speed

GROWTH
of innovation. Anyone looking to maximize the effectiveness of
knowledge workers needs to evolve along with these employees
and their complex tasks. Knowledge work automation maximizes
ROI, boosts completion speeds, saves money, and makes the
best use of new technology and human ingenuity at the same
time. Removing menial tasks to have more time for creative
and thought-driven pursuits has always been the dream
of knowledge workers. Knowledge work automation helps
businesses evolve in the right direction.

12
 Knowledge work automation AI is not here to take
can help professionals focus knowledge workers’ jobs Knowledge work
on their core competencies but to make their jobs automation brings
by performing necessary easier by handling tasks structure to collaboration
and unstimulating tasks like that distract from more and ensures the most
generating documents and important work. efficient use of all
workflows. coworkers’ time
and resources.

Knowledge
workers are A knowledge-work
happier, more platform should be
productive, and all-inclusive and cover
more likely to all a professional’s
stay in a position needs in a unified
where they get platform.
to use their
valuable skills.

KEY
TAKEAWAYS 13
M-Files is the leading platform for knowledge work automation.
With the M-Files platform, knowledge workers can find information
faster, work smarter, and achieve more. M-Files features an
innovative metadata-driven architecture, embedded workflow
engine, and advanced artificial intelligence. This enables customers
to eliminate information chaos, improve process efficiency, and
automate security and compliance.

For more information, visit m-files.com

M-Files has offices in eight countries.

To contact one of our regional offices, visit:
m-files.com/en/contact-us

M-Files is a registered trademark of M-Files Corporation.

All other registered trademarks belong to their respective owners.