The intelligence layer that connects your contact centre to your knowledge base – so you know what’s helping, what’s missing, and what to do about it.
$18
5 days
95%
The Problem: Two Worlds That Don't Talk
Every contact centre has the same challenge
- Your contact centre platform handles thousands of interactions daily
- Your knowledge base stores articles meant to help resolve them
- But there's no connection between them
The result? You’re flying blind
- You don't know which articles actually help agents resolve issues
- You discover knowledge gaps reactively - when CSAT drops
- Creating and maintaining articles costs $320 each
Knowledge Quest is the missing link.
We sit between your contact centre and knowledge platform, creating a closed loop that shows exactly where knowledge helps, where it hurts, and what to do about it.
How Knowledge Quest Works
A closed loop that captures interactions, discovers gaps, creates content, and measures impact – continuously learning from your team’s decisions
The Knowledge Quest Suite
Six integrated capabilities that work together to transform your knowledge operations.
Insight
Understand what’s really happening in your contact centre.
- AI-generated daily, weekly, monthly briefs
- Knowledge Gap Copilot with action recommendations
- Emerging Topics with trend analysis
- Alerts when thresholds are breached
Govern
Keep your knowledge base healthy with six quality runners.
- Brand Alignment — tone and voice checks
- Readability — accessibility scoring
- Validity — accuracy verification
- Similarity, Contradictions, Complexity
Create
Draft articles grounded in real conversations.
- Template-driven AI authoring
- Full provenance for every sentence
- Automatic quality checks
- Compliance-ready audit trails
Lift
Import and normalise your existing content.
- Import from JSON, PDF, Word, HTML
- Validate and deduplicate
- Preview issues before import
- Normalise to your templates
Optimise
Close the loop at scale with operational workflows.
- Gap detection → Draft → Review → Publish
- Jobs hub with progress tracking
- Brand alignment wizard
- Impact measurement
Connect
Integrate with your existing platforms.
- Export packages for any KMS
- Genesys Cloud integration
- LivePro, ServiceNow coming soon
- Customer Science Insight Analytics
Why Knowledge Quest?
Measurable impact on your contact centre operations.
Close the Loop
See exactly which articles resolve which customer issues — and which gaps cost you money.
95% Cost reduction
What costs $320 per article traditionally drops to $18 with AI-powered drafting.
80% Faster Updates
What takes 10 weeks now happens in 5 days. Fix issues before customers notice.
AI That Learns
Adaptive calibration means the system gets smarter from your team’s decisions.
We Meet You Where You Are
Whether you’re starting from scratch or think you’ve got it covered, Knowledge Quest helps.
Starting From Zero
No knowledge base? Build yours from day one based on actual customer conversations. Our AI drafts articles informed by real needs, not assumptions.
Scattered Documents
Knowledge buried in SharePoint, PDFs, and wikis? We import, normalise, and show you what’s good, what’s broken, and what’s missing.
Tools but No Loop
Have a KMS and contact centre that don’t connect? We’re the missing link that shows which content helps and which doesn’t.
Think You’re Covered?
Good processes but no real visibility? We’ll show you the 30% of customer questions your knowledge doesn’t answer — and prove it with data.
Works With Your Stack
Knowledge Quest integrates with leading contact centre and knowledge platforms. We don’t replace your systems — we make them great.
Knowledge Quest transformed our contact centre operations. What used to take our team 10 weeks to update now happens in just 5 days, and our agents finally trust the information they’re accessing.
See The Loop in Action
Ready to see what’s really happening between your contact centre and knowledge base?