Genesys Cloud Knowledge Fabric
Unify enterprise knowledge into an adaptive fabric that powers agentic AI, delivering the best answers for every question.
Unify enterprise knowledge into an adaptive fabric that powers agentic AI, delivering the best answers for every question.
Build a comprehensive information ecosystem that puts the knowledge that agents, supervisors, and customers alike need at their fingertips. Answer questions in the context they require and constantly grow and adapt to improve knowledge over time.
Bring together every source of knowledge including CRM systems, intranets, wikis and legacy repositories in one unified fabric.
Knowledge Fabric uses intent and context to surface the right information for consistent, intelligent experiences across channels.
See how knowledge is used and where gaps exist in real time. Built-in analytics help you optimise with every interaction.
Give agents and customers alike easy access to the knowledge they need when they need it, with AI support.
Connect all your content into a single, secure knowledge fabric. Unify silos so agents, customers and artificial intelligence (AI) assistants can access accurate, permission-aware information instantly.
Semantic and context-driven search interprets what users mean, not just what they type, to surface information in real time. This ensures accurate, consistent answers and reduces handle time.
Use generative AI to create concise, transparent answers drawn from multiple sources. Provide “smart snippets” with clear citations so users can trust and verify the information they receive.
Knowledge Fabric powers virtual agents and Genesys Cloud™ Virtual Agents with context-aware recommendations, troubleshooting, or next actions based on live interaction data and context.
Gain automatic insights into how knowledge is used at every interaction point. Spot gaps, measure effectiveness and act on data-driven recommendations to improve performance.
Maintain up-to-date, compliant information across brands, languages, and regions with built-in governance and health monitoring that tracks freshness, quality, and consistency.
Get access to user-friendly knowledge connection, search, and answer tools. Eliminate silos with collaboration tools that easily compile and access your content library, customer data, and other resources. Give your customers and agents the right information, in the right moment – improving every interaction.
Give customers and employees access to a single intelligent knowledge source that spans every channel, role, and region. Evolve your enterprise knowledge so every team acts on the same trusted information. Close the loop with continuous feedback to improve self-service accuracy and agent effectiveness.
Bring together existing content from CRM systems, wikis, intranets and legacy systems. Support voice and digital channels to ensure consistency and context across every touchpoint.
Use knowledge where it already resides without recreating content. Connect to these sources securely, interpret context in real time, and deliver the most relevant answer to every user.
Semantic search, generative summarisation, and AI recommendations deliver context-relevant knowledge automatically during any interaction.
Activate specific categories or the entire knowledge base as a support centre. Easily add smart search capabilities including a type-ahead dropdown that finds information quickly.
Provide consistent experiences across supported languages through locale-aware indexing and language recognition. Ensure information remains accurate and contextually relevant in every market.
Use reports of usage and effectiveness to proactively close gaps. See which knowledge requests were successful and which weren’t, as well as the most frequently used information.
The right knowledge management software can support every interaction with the right information. Deliver faster, more efficient customer self-service and empower your team. Make insights easy to use when they matter most. Request a demo today to see how Genesys enables automated answers you can count on.
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Knowledge management tools help organisations capture, organise, and apply knowledge from multiple systems. These include document management systems, databases, intranets, search engines, collaboration platforms, AI-powered knowledge bases and learning management systems.
There are three key technologies used for knowledge management:
Knowledge management tools help companies of all sizes that share processes, practices, information and policies. This can be between departments or groups and functional roles.
Created, stored, and shared knowledge as part of a comprehensive knowledge management programme. A robust knowledge management solution lets creators contribute knowledge in multiple formats including text and images. There must be enough storage available to house in one place all the knowledge a company needs. It must also allow many ways of knowledge consumption, including different permission types and different consumption channels.
Best practise calls for an analysis of the current state of knowledge at your company. Ask yourself these questions:
Next, determine the ideal state of knowledge at your company. In almost all cases, the ideal state of knowledge sharing is a centralised system. Well-controlled knowledge by administrators ensures completeness and accuracy.
If you’re focused on sharing information, knowledge management can support a variety of media types. Text, rich text, images and video are all key features of an internal knowledge base capability set.
Centralised knowledge enables more effective use of it. All consumers of knowledge should look to a single knowledge base, regardless of how they consume knowledge. Having just one knowledge base that shares knowledge with all channels creates consistent and standard insights. All departments and lines of business benefit.
A centralised repository of knowledge gives you a number of advantages. It will:
AI can significantly enhance your knowledge management tools by introducing advanced capabilities such as answer automation and improved information retrieval. Knowledge management tools are designed to organise, store, and retrieve information efficiently, but integrating AI takes this to the next level.
With AI-powered answer automation, these tools can automatically generate responses to common questions by pulling relevant information from a vast database of knowledge. This reduces the time employees spend searching for answers and ensures that they receive accurate and consistent information quickly. AI can identify patterns in queries and provide contextually relevant answers, improving both speed and accuracy.
Moreover, AI enhances the overall functionality of knowledge management tools by learning from user interactions. It can recommend related articles, documents, or data based on previous searches, ensuring that users have access to the most relevant information. AI can also help in curating and updating the knowledge base, identifying outdated information and suggesting new content to keep the knowledge base current.
AI not only optimises the efficiency of knowledge management tools through answer automation but also ensures that the information provided is accurate, relevant, and up-to-date, thereby enhancing the overall productivity of your organisation.
Knowledge management in call centres plays a crucial role in enhancing experience management by directly influencing the quality of customer interactions and overall satisfaction.
Effective knowledge management ensures that call centre agents have quick access to accurate and up-to-date information, enabling them to respond to customer enquiries efficiently and consistently. When agents can easily retrieve the right information, it reduces response times and increases the accuracy of the support provided, which directly impacts the customer experience.
By streamlining the flow of information, knowledge management minimises the chances of errors or inconsistencies during customer interactions, leading to a more seamless and positive experience. This, in turn, enhances experience management by ensuring that customer interactions are not only efficient but also leave a lasting positive impression.
Furthermore, knowledge management tools often incorporate feedback loops where information from customer interactions is fed back into the system. This allows the organisation to continuously update and refine its knowledge base, ensuring that future interactions are informed by past experiences. As a result, experience management benefits from this ongoing improvement process, leading to more personalised and effective customer service.
In summary, robust knowledge management in call centres significantly improves experience management by ensuring that agents are well-equipped to provide timely, accurate, and personalised support to customers.
Choosing the right knowledge management software starts with identifying your biggest challenges. Decide whether you need help organising documents, capturing expert knowledge, improving collaboration or supporting customer service. From there, look for tools that integrate easily with the systems you already use, so your team doesn’t have to change how they work.
Evaluate features like search accuracy, content tagging, version control and access permissions. A good platform should make information easy to find and keep up to date. Be sure to test usability – your team is more likely to adopt a tool that feels simple and intuitive.
Finally, compare pricing, security standards, and customer support. Choose a solution that can grow with your business and handle increasing amounts of content without slowing down.
