← Back to Knowledge Quest For contact centres

Read every interaction. See what dashboards miss.

Voice, chat, messaging, email - Knowledge Quest reads every transcript in your contact centre, finds what's driving sentiment down and cost up, and drafts the articles that close the gaps.

Book a demo → See a sample brief

90% → 55%

CSAT collapse when customers need 3+ contacts

- COPC Inc.

$13.50

average assisted contact cost vs $1.84 for self-service

- Gartner, 2024

Only 5%

of contact centres hit world-class FCR (80%+)

- COPC Inc.

Why dashboards miss it

Your CCaaS shows you what happened. It can't tell you why.

Real-time dashboards surface volume, AHT, and queue depth. But when CSAT drops on Tuesday or resolution times stretch on a Thursday, your analytics platform can't read the text of those interactions - it can only count them.

Your dashboards say

CSAT dropped 8 points.

You can see what, but not why. Is it one queue? One topic? One day? One agent? Every investigation takes hours.

Knowledge Quest says

This is why.

"Billing queue. Double-charge refund calls up 42% after last week's batch processing error. 94% of agents are escalating because no article covers the new refund flow. Draft ready."

What you couldn't see

The trajectory.

The 8-point drop is week 6 of a slide that started when a process changed. Without understanding the underlying interactions, no one connected the dots.

What it finds

Signal, not noise - across every channel.

Knowledge Quest reads every interaction your contact centre handles - voice inbound, voice outbound, chat, messaging, email - and turns the text into actionable intelligence on a cadence your team already lives by.

Every interaction, every channel

Voice transcripts, chat sessions, messaging threads, email conversations. Not just structured fields - the actual text of what was said.

Voice Chat Messaging Email

Sentiment by queue, topic, taxonomy

Not just an overall score - sentiment broken down by the dimensions that actually matter. See which queue is burning trust and which article would fix it.

Emerging topics, early

Spikes detected before they show up as volume. A novel topic with 12 interactions this week is already on the brief - before it becomes a crisis next week.

Callback & re-contact tracking

Which articles actually resolve first-contact? Which ones trigger a callback? Attribution per article per topic - closed-loop, not guessing.

Gap detection from real intents

The interactions you handle every day tell you what your KB doesn't cover. We rank those gaps by dollar cost, not "popularity".

Copilot-drafted articles & scripts

Agent scripts, KB articles, desktop guidance - drafted from real interaction evidence. Every sentence traces back to its source transcript.

Your stack

Sits next to your CCaaS. Reads every interaction.

Knowledge Quest connects to your existing contact centre platform and knowledge base - no rip-and-replace. We read transcripts and interaction data; you keep your tools.