Knowledge Self-Service

Centralize your knowledge in one place so customers and service agents always work with the same trusted information. Publish it in your FAQ and extend it with additional channels as your needs grow.

• One knowledge base, two audiences
  Use the same content for customers in the FAQ and for service agents in daily service—consistent answers, no duplication.

• Three distribution channels
  Deliver knowledge via your FAQ, interactive content capsules and integrations with tools like chatbots or voicebots.

• Flexible content formats
  Use text, images, videos, GIFs and PDFs to explain even complex topics in a simple way.

• Built-in quality and lifecycle control
  Use obsolescence alerts and verification workflows to automate routine quality tasks. The system flags outdated articles, triggers reviews and guides editors through each step. You stay in control of every change—while maintenance runs automatically in the background.

Great self-service starts with great content. Your FAQ must be clear, consistent and easy to understand—so customers can solve their issues without frustration and without contacting support.

• Clear answers in one consistent voice
  Structure every article in a simple, predictable way so customers immediately know what to do and where to look—no guessing, no confusion. At the same time, ensure that every answer sounds like it comes from one source. Standardize wording, structure and style so content feels coherent, professional and aligned with your brand. Knowledge AI Agents support editors by aligning tone, structure and clarity across all articles—so your FAQ stays consistent, no matter who creates the content.
  
  
• Explain complex topics with ease
  Use text, images, videos, GIFs and PDFs to turn complex processes into clear, step-by-step guidance. For situations with multiple paths or outcomes, use interactive decision trees that guide customers through questions and choices—so they always arrive at the right answer for their specific case. Even difficult topics become easy to follow.
  
  
• Multilingual self-service
  Support global audiences with consistent self-service in multiple languages. Manage content centrally while delivering the same quality worldwide. 
  
  
• Knowledge AI Agents help translate and adapt content so every language version stays clear, consistent and aligned with your brand.

Self-service only works when answers are easy to find. Bring knowledge exactly where customers are looking for it.

• AI-powered search
  Let customers find the right answer in seconds. AI-supported search understands intent and context—even from vague questions—and suggests the most relevant content.

• Search engine visibility
  Make your FAQ visible in search engines. Customers find answers directly via Google before they even think about opening a ticket.

• API and third-party integrations
  Connect your FAQ to chatbots, voicebots and other tools via open APIs. Publish knowledge wherever customers interact. Use the same knowledge across all touchpoints—without duplication.

Use data and automation to keep it effective over time.

• Analytics and dashboards
  Track search behavior, article usage and drop-offs. See which articles perform well, where users struggle and which content needs improvement.

• Customer feedback
  Collect feedback directly on articles. Identify missing answers and improve content based on real service scenarios.

• Knowledge Management Hub
  Set review cycles and obsolescence alerts. Define verification workflows and ensure that every article stays current, accurate and trustworthy without manual chasing.
  
  
• AI-driven content optimization
  Knowledge AI Agents analyze how customers search, what they click and where they fail to find answers. Based on this real usage, they help refine articles, improve clarity and highlight missing content. Your FAQ improves with every interaction—because it learns from real customer behavior.