Customer Science launches Knowledge Quest to boost contact centre accuracy
Customer Science has released Knowledge Quest, an AI-driven knowledge management tool for Australian contact centres. Its goal is simple: give agents precise, current answers the moment they need them.
Why this matters for customer support
Outdated or shallow knowledge is expensive. It drives longer handle times, repeat contacts, higher costs, compliance exposure, disengaged staff, and brand damage.
Knowledge Quest tackles this by keeping knowledge current and useful, so agents don't guess, stall, or escalate unnecessarily.
How Knowledge Quest works
- Connects to your existing systems and analyses real-time call, email, and chat data.
- Identifies whether issues were resolved, which steps worked, and how the customer felt.
- Flags gaps when no helpful article exists and drafts a new one in your brand's structure and tone.
- Turns knowledge creation from a month-long manual slog into a workflow measured in days.
Scott Ward, Director of Product at Customer Science, notes that most tools assume you already have a reliable knowledge base. Without it, performance dips. Knowledge Quest closes that gap by creating and maintaining high-quality, brand-aligned content as the work happens.
Key features for contact centres
- Real-time gap detection from live interactions.
- Automatic draft articles based on proven resolutions.
- Content formatted to your standards and branding.
- Dashboard with accuracy, sentiment, and knowledge health metrics.
- Semantic analysis to clarify meaning and context, breaking down silos and making content searchable.
Expected outcomes
- Lower average handle time through quick access to tested solutions.
- Higher first-contact resolution due to higher-quality, more relevant guidance.
- Improved compliance and brand consistency across channels.
- More engaged agents who trust the information in front of them.
Where it fits in your stack
If your knowledge base is thin, fragmented, or out of date, most AI assistants will struggle. Knowledge Quest builds the foundation and keeps it current, so your other tools can finally deliver.
Practical steps to get value fast
- Baseline: Audit your top 50 contact drivers and the articles linked to them. Note duplicate, outdated, or missing content.
- Connect: Integrate call, email, and chat data sources so successful resolutions feed knowledge creation.
- Standards: Set a simple article schema (purpose, steps, variations, compliance notes, links) and tone guidelines.
- Review loop: Route AI-drafted articles to subject experts for quick approval. Track edits to improve future drafts.
- Measurement: Monitor AHT, FCR, deflection, and QA scores alongside knowledge accuracy and freshness.
- Change management: Train team leads to coach with the new articles and retire outdated content swiftly.
Compliance and risk
Better knowledge reduces risky improvisation. For teams operating under privacy rules such as the Australian Privacy Principles, clear guidance at the point of contact supports consistent, compliant handling.
Review the Australian Privacy Principles to align your knowledge standards with regulatory expectations.
Bottom line for customer support leaders
Accuracy drives speed, satisfaction, and trust. Knowledge Quest turns real customer interactions into living knowledge-so agents spend less time searching and more time resolving.
If you're upskilling your team on AI for support operations, explore role-based learning paths at Complete AI Training.
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