Solution
Knowledge Management
We find where your knowledge is out of date or contradicts itself, and fix how it is written and owned, so every channel gives the same right answer. Knowledge Quest keeps it improving after that.
Why it matters
Every answer your service gives starts with knowledge
Your staff answer from the knowledge base. So do your website, your chatbot and, more and more, your AI agents. When an article is out of date, or two articles disagree, the wrong answer reaches customers through every one of those channels at once.
Many organisations cannot see where that is happening. They find out from complaints and repeat contacts, often weeks after the problem started.
Knowledge management fixes the source. We look at what your knowledge says, how it is structured, who owns it and how it changes, and we measure it against what customers actually ask.
What we do
Where we help
Knowledge assessment
We review your knowledge for accuracy, contradictions, duplicates, readability and fit with your policies and brand, and show you which problems matter most.
Process and knowledge redesign
We redesign how knowledge is written, owned and kept up to date, alongside the service processes it supports, so it stays current after the project ends.
Knowledge for AI assistants
Before an AI assistant goes live, we check that the knowledge it will answer from is accurate and complete, and close the gaps. Once it is running, its conversations show us what to improve next.
Continuous improvement
Knowledge Quest reads your calls, chats, emails and tickets, finds the knowledge gaps costing you most, and helps your team close them with evidence.
Ways to start
Start with a sample, then go further
Knowledge Tune
A complimentary assessment of up to ten of your knowledge articles, with prioritised fixes and a review workshop with your knowledge owner.
Gap-to-Draft
A dedicated Knowledge Quest subscription, started with a hands-on workshop.
Assisted Migration Accelerator
A pilot implementation of Knowledge Quest in your own environment.
Our product
Knowledge Quest
Knowledge Quest is the knowledge improvement platform we built. It analyses your existing content alongside real customer interactions to find gaps, remove inconsistencies and keep strengthening your knowledge. It works with the platforms you already run, so there is no re-platforming.
Where knowledge was part of the fix
Australian Digital Health Agency
Using Automation to manage massive call volume spikes in their contact centre enabling safe and timely delivery of Government services
Read the case study ↗
Victims Services Contact Centre Optimisation & Training
NSW Victims Services recognised it was under preforming a Customer Science completed a review and subsequent body of work to address performance. The…
Read the case study ↗Who you work with
Delivered by our CX Consulting practice
Knowledge management work is led by our CX Consulting practice.
For the data side of information, such as data quality, governance and privacy, see Data & Information Management.