AI-Powered Knowledge Automation for Customer Service
A consistent, accurate source of knowledge for humans and bots
Deliver AI-powered, contextual answers to agents, virtual assistants, and customers instantly – improving agent efficiency and self-service.
SAVED
$13
A bank reduced call duration by 20 seconds across 4500 agents with faster access to knowledge.
Give your agents, customers, and AI access to instant trusted knowledge
Power Your AI with Trusted Knowledge
Deliver the knowledge your AI needs to understand, reason, and take action across channels, helping resolve issues faster, automate workflows, and continuously improve with every interaction.
Enable Faster Agent Performance
Give your agents instant, contextual answers right when they need them, improving accuracy, ensuring consistency, and enabling faster resolution – so agents spend less time searching and more time helping customers.
Deliver Self‑Service as Infinite Scale
Clear, trusted knowledge enables customers to quickly find answers and resolve issues on their own – reducing inbound volume and delivering faster, more satisfying self‑service experiences.
What is Knowledge Automation?
AI-Powered Knowledge Management for stronger, faster, measurable outcomes
Knowledge Management
Provide a single source of truth for your agents and intelligent virtual assistants to deliver stronger AI outcomes:
- Integrate knowledge seamlessly across your business operations, powering self-service, increasing contact center efficiency, and ensuring consistency across the hybrid workforce.
- Use Verint Knowledge Management with any agent desktop to provide agents with the contextual knowledge they need to reduce average handle time.
- Accelerate the creation of smarter Intelligent Virtual Assistants by leveraging accurate knowledge from a single source of truth.
Knowledge Automation Bot
Seamlessly connect to any content source across the enterprise delivering the right knowledge to your agents through a simple search:
- Use Generative AI to summarize knowledge search results, to make answers easy for agents to consume.
- Provide agents with the right answer at the right time, without the need for searching across multiple content repositories.
- Realize AI outcomes from your existing enterprise content in days – not weeks or months – without the need for content migration.
Verint Community
Enables customers to self-serve, increase contact center capacity, and generate crowd-sourced knowledge:
- Capture community answers and curate them into trusted knowledge to use across the enterprise, including agent desktops and IVA flows.
- Increase agent capacity by providing customers with self-service options including discussion forums, knowledge articles, and how-to videos.
- Improve CX metrics by saving customers time with crowd-sourced self-service that provides immediate answers to their queries.
Halfords steers forward with frictionless service delivery
Meet other Verint bots that increase agent capacity
Automate Content Creation with the Knowledge Creation Bot
Leverage the power of artificial intelligence to identify knowledge gaps and use generative technology to create knowledge assets with the touch of a button.
The AI-powered Knowledge Creation Bot enables your employees and Intelligent Virtual Assistants to benefit from a more complete, accurate, and useful knowledge base – helping to reduce average handle time, increase first contact resolution, and improve CSAT scores.
Enable Seamless CX with the Knowledge Suggestion Bot
To provide seamless customer service, agents need the right information at their fingertips. The Knowledge Suggestion Bot does just that. It provides agents with context-specific knowledge in real-time, just when they need it.
Armed with the right information, agents are able to reduce average handle time, increase first call resolutions, and improve CSAT scores.
Automate CX workflows for stronger, faster, measurable outcomes
The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes – fast. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model, eliminating rip-and-replace and accelerating time to value.
Powered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive smarter automation across self-service, agent support, analytics, quality, and workforce engagement.
Resources related to Knowledge Automation
FAQs for Knowledge Automation
Knowledge automation is the use of AI‑powered technology to automatically deliver the right information at the right time – to agents, customers, and bots. A knowledge automation solution enables organizations to deliver the right knowledge from a single course of truth, helps identify knowledge gaps, and does not require a knowledge management migration. It ensures all customer interactions are powered by accurate, up‑to‑date answers that increases first contact resolution rates, elevates customer experiences, and reduces call durations.
AI-powered knowledge automation reduces average handling times and cognitive load by instantly surfacing the most relevant, accurate answer during live interactions. Instead of searching across documents or systems, agents can find the right answers instantly. It leverages the power of generative AI to automatically deliver focused answers – derived from the most relevant sources – from across your organization to your contact center agents. This improves productivity, reduces handling times, and allows agents to focus on resolving issues – not looking for information.
Yes. Automated knowledge management provides customers instant access to answers 24/7 to increase customer self-service. It leverages chatbots, IVAs, mobile apps, and web self‑service to deliver real-time answers across customer‑facing channels. When customers can find the right information instantly containment increases as customers resolve their issues without needing to speak to an agent.
A traditional knowledge management solution is static and requires content to be manually curated. Whereas an AI-powered knowledge automation platform, by contrast:
- Uses generative AI to surface and summarize precise answers
- Keeps content up to date with automated knowledge workflows
- Delivers approved knowledge from a curated single source of truth
- Improves self-service on customer-facing channels and IVAs
- Continuously learns from interaction data to improve accuracy
Verint Knowledge Automation can integrate seamlessly with your existing CCaaS platform, CRM system, and enterprise applications. Through APIs, pre‑built connectors, and native integrations, the platform can deliver AI‑powered knowledge directly inside your agent desktop workflows, IVAs, chatbots, and self‑service portals – ensuring that both humans and bots use the
