From Knowledge Chaos
to Clarity.
The intelligence layer between your interactions and your knowledge base. Spot the temporal opportunities. Find the gaps costing you the most. Close them - with evidence, not guesswork.
Every team has two systems that don't talk to each other.
You're flying blind in the gap between them. You don't know which articles help, you discover problems reactively, and emerging issues hide in the data for weeks before anyone spots them.
Your contact centre or service desk
Thousands of interactions every day. Voice, chat, message, email, tickets.
- Every call, chat or ticket is a signal
- Intent buried in unstructured text
- Sentiment shifts you'll only see in hindsight
This is where Knowledge Quest lives
Reads every interaction. Finds the gaps. Close them.
- Analyses the text, not just the structured fields
- Ranks gaps by the cost of keeping them open
- Drafts articles grounded in real evidence
Your knowledge base
Articles are meant to help - but nobody knows which actually do.
- Industry surveys consistently find 80%+ content is out of date
- No traceability between article and outcome
- Only 1 in 5 enterprises rate their KB "very accurate"
One closed loop. Seven steps. Always on.
Knowledge Quest sits between your interactions and your knowledge base and turns them into a continuous feedback loop - so every article earns its keep and every gap gets closed.
Which is yours?
Same engine underneath. Different language on top - because a service desk doesn't speak in "interactions" and a contact centre doesn't speak in "SLAs". Pick the one that fits your world.
I run a
contact centre
Every interaction is a signal - voice inbound, voice outbound, chat, messaging, email. We read them all and show you what's driving sentiment, cost, and resolution.
I run a
service desk
Every ticket is a signal - incidents, requests, escalations, reopens. We read them all and find the 30–50% of tickets that shouldn't need to exist.
Two jobs. Done continuously.
Improving existing knowledge is a one-time clean-up. The ongoing, compounding value is what Knowledge Quest does every day: spotting what's changing, and closing the gaps nobody else is seeing.
Spot temporal opportunities
Dashboards show point-in-time. Knowledge Quest shows trajectory - what's drifting, what's emerging, what's about to breach.
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Drift detection below alert thresholdsCatches the slow 85% → 69% decline over 8 weeks that no alarm fires on.
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Trajectory forecasting"At current net flow, backlog exceeds the 3,000 target by May 15." Not just today - when.
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Emerging topic detectionNovel or spiking taxonomy topics surfaced before they show up as a dashboard spike.
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8 alert types, baseline-adjustedVolume, sentiment, callbacks, topic spike, queue outlier, emerging topic, gap surge - each with holiday-aware baselines.
Find & close knowledge gaps
Read every interaction. Rank every gap by the cost of keeping it open. Close them with Copilot - grounded in real evidence.
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Reads every interaction textNot just structured fields - the full ticket body, chat transcript, call transcript.
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Gap ranking by costEach gap scored by volume, escalation rate, and the specific dollars you're paying to keep it open.
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Knowledge CopilotDrafts articles from real interactions with full provenance - every sentence traces back to its source.
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Closed-loop measurementDid the new article actually deflect tickets? We track resolution, escalation, and callback reduction per article.
Delivered on your rhythm.
Three cadences. Two formats. You pick. Daily for operations, weekly for managers, monthly for leadership - each tailored to the time period and the audience reading it.
Morning flash
Team leads & operations · ~2-minute read
- What happened yesterday
- One action to focus on today
- Alerts worth waking up to
- Signals-only, no long prose
The Monday brief
Service desk / CX manager · 4–5 page narrative
- Top 20 knowledge gaps ranked by cost
- SLA drift & trajectory forecast
- Emerging topic detection
- Recommended article drafts, ready for your editor
Deep insight
CIO / CX Director · 8-page executive brief
- Trend analysis & intent deep-dive
- Knowledge loop effectiveness & ROI
- Structural cost-out opportunities
- Closed-loop impact on last month
Either format works on any cadence - switch Daily to narrative if your team prefers prose, or switch Monthly to structured if leadership wants the bullets without the story. Your call.
Precision, not prediction.
Knowledge Quest isn't a chatbot, and it isn't simply pure-AI. We combine deterministic scoring, calibrated probability models, and targeted large-language-model use - each applied where it adds value. The result: explainable, reliable, and sharper every week.
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1
Deterministic where the evidence is clean Gap scoring, impact attribution, and alert triggers run on deterministic rules with baseline-adjusted thresholds. No hallucination risk on the numbers that matter.
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2
Calibrated per knowledge area Each knowledge area gets its own probability model - what "a good match" looks like for HR is different from IT. No generic cross-contamination.
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3
LLMs used only when needed Large-language-model use is reserved for targeted usage - with heuristics, grounded evidence, and validation guards before anything reaches your team.
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4
Explainable, end to end You can see which signals drove a given gap score, which outcomes shaped the calibrator, and why the model made a call. No black boxes.
Built for accountable operations, not black-box guesswork.
Knowledge Quest is designed to be reliable in production environments: deterministic where accuracy is critical, controlled use of language models where interpretation adds value, and full traceability across the loop.
Deterministic where it matters
Core scoring, alerts, and operational metrics are rule-based and auditable.
AI with guardrails
Language models are used for bounded drafting and narrative tasks under structured controls.
Human control by design
Threshold-gated workflows keep teams in control of ambiguous decisions.
Full provenance
Recommendations and outcomes are traceable end-to-end for governance and review.
Three wins. Every week.
Cost down. Customer experience up. Executive visibility your leadership team has never had. All from the same engine, on every cadence.
Cost down
Every avoidable interaction you deflect, every unnecessary escalation you prevent, goes straight to the bottom line.
CX up
Agents find accurate answers faster. Customers get resolved first time. Sentiment follows.
Exec visibility
Monthly deep-insight brief turns knowledge ROI from a feeling into a number your CFO can sign off on.
Six pillars. One platform.
The two jobs sit on top of a full knowledge lifecycle platform. You don't need to use every pillar on day one - most teams start with Insight and Create, then bring in the rest as the loop matures.
Insight
Multi-stage analyst pipeline. Briefs at daily, weekly, monthly cadences. Alerts, trends, trajectory.
Govern
Six quality runners: brand alignment, readability, validity, similarity, contradictions, complexity. One-click fixes.
Create
Template-driven authoring from transcripts, documents, web URLs, or grounded files. Every sentence traces to its source.
Lift
Bring knowledge in from anywhere - JSON, PDF, Word, HTML, URLs. Taxonomy Genesis builds your structure from real conversations.
Optimise
The operational layer. Workflow from gap → draft → review → publish. Track every job, measure every impact.
Connect
Bidirectional sync with Genesys Knowledge, LivePro and more. Push updates, pull changes, resolve conflicts.
Built by practitioners. For ourselves first.
Knowledge Quest wasn't built by engineers with a deck. It was built by a CX and service-management consultancy that had been doing this job manually for decades - and got tired of it.
Customer Science has spent two decades in contact centre and ITSM engagements - running the knowledge audits, building the taxonomies, writing the gap analyses by hand, month after month. Knowledge Quest is what happens when those consultants finally say there has to be a better way and decide to build it.
The narrative brief format is the one we use for our own consulting clients. The gap ranking logic is the one we developed on the job. The adaptive calibration is how a senior analyst would revise their own mental model - we just encoded it into the product.
We eat our own dogfood. Every customer brief your team reads is written the way we'd have written it - because we did, for years, before the platform could.
Domain expertise
CX and ITSM consultants with decades on the tools - Genesys, ServiceNow, Freshservice, AWS Connect - and real delivery experience across those platforms.
Engineered intelligence
Deterministic scoring, calibrated probability models, agentic pipelines, structured outputs - engineered for reliability, traceability, and enterprise deployment.
Azure-native
Runs in available Microsoft Azure regions for data residency - optional self-hosted AI in your Azure subscription. Full audit trail. Enterprise from day one.
Which is yours?
Pick your world and see the full picture - cadences, platforms, pricing, and how a pilot would run inside your stack.