Knowledge at Their Fingertips

How AI Knowledge Management Transforms Agent Performance.

Author

Bruce Vo
April 04, 2025

Contact center agents waste 30% of their time searching for information during customer calls.

Think about that. Nearly one-third of your payroll goes to people digging through folders, wikis, and outdated PDFs instead of helping customers.

This isn't just inefficient. It's expensive.

But here's the good news: AI knowledge management solves this problem fast. And it's the perfect first step into contact center AI.

The hidden costs you're paying right now

Your agents face a constant battle:

  1. Information scattered across multiple systems

  2. Poor search capabilities in traditional knowledge bases

  3. Inconsistent content formats

  4. Outdated information that nobody updates

The impact? Higher handle times. Lower first-contact resolution. Frustrated agents who quit. Unhappy customers.

Training new agents takes 30-45 days on average. Why? Because they need to learn where information lives, not just how to use it.

Agents spend too much time searching.

What effective AI knowledge management looks like

Imagine this instead:

Your agent is on a call. The customer asks about your return policy for damaged items. Before the agent even types a query, the AI assistant displays the exact answer, pulling from your policy document.

No searching. No delay. Just the right information at the right time.

An effective AI knowledge solution delivers:

  1. Unified access: One interface for all knowledge, regardless of source

  2. Natural language querying: Ask questions in plain English

  3. Context-aware retrieval: The system understands the conversation and suggests relevant answers

  4. Continuous learning: It improves with every interaction

For your knowledge managers, it means:

  • Automated identification of knowledge gaps

  • Content effectiveness metrics

  • Simplified maintenance process

Low-risk implementation approach

You don't need to replace existing systems. AI knowledge management plugs into what you already have.

Here's the 5-step process we use with clients:

  1. Assessment: Map your knowledge sources and identify gaps

  2. Preparation: Organize and clean priority content

  3. Training: Prepare the AI model with your knowledge

  4. Integration: Connect with agent workflows (Teams, Slack, agent desktop)

  5. Optimization: Set up continuous improvement processes

Most organizations see meaningful results within 4-6 weeks.

The ROI is clear and fast

Our clients typically see:

  • 25-40% reduction in search time

  • 30-50% faster new agent onboarding

  • 15-20% improvement in first contact resolution

  • 5-10% increase in CSAT scores

How to get started

Ask yourself these questions:

  1. How many systems do your agents use to find information?

  2. How long does it take to train new agents?

  3. What's your first contact resolution rate?

  4. How much time do your experts spend maintaining knowledge?

Your first steps:

  1. Inventory your knowledge sources

  2. Identify high-volume processes to target first

  3. Define success metrics

  4. Align stakeholders on priorities

  5. Evaluate vendors or partners

AI knowledge management isn't just about efficiency. It's the foundation for your broader AI strategy. Start here, see quick wins, then expand.

Until next time,
Bruce