Stonly Launches Knowledge Agents to Keep Support Information Current
Stonly announced Knowledge Agents, an AI tool designed to automatically monitor and update the knowledge bases that customer service teams rely on. The capability launches today and is available to enterprise customers.
The problem Knowledge Agents address is straightforward: support knowledge goes stale faster than teams can update it. Policies change, products get updated, compliance documents shift, and internal procedures evolve. Most organizations lack the resources to track these changes across their entire knowledge base, leaving agents and AI systems working from outdated or incomplete information.
When AI systems operate on inaccurate knowledge, the stakes are higher. Unlike human agents who can catch errors through judgment, AI scales whatever information it receives across every customer interaction. Bad data becomes a widespread problem, not an isolated mistake.
What Knowledge Agents Do
The tool monitors source material across multiple systems - resolved tickets, SharePoint, Confluence, Google Drive, websites, PDFs, and other repositories where information lives. When something changes in those sources, Knowledge Agents trace the impact across support articles, guides, and workflows to identify what needs updating.
Rather than generating summaries or rewrites, Knowledge Agents draft precise edits: new steps, branches, insertions, or replacements. Teams review and approve changes through a dashboard before publishing.
Beyond source monitoring, the tool audits knowledge bases for broken links, conflicts, duplicates, and inconsistencies. It generates a "Knowledge Health Score" that surfaces issues teams would normally spend hours finding manually.
Teams can also give Knowledge Agents natural-language instructions for bulk operations. A request like "Find every reference to 'refund rules' related to in-store purchases and change it to 'returns policy'" executes across the entire knowledge base in minutes instead of hours.
The Cost of Stale Knowledge
When support knowledge falls behind, agents spend more time searching for answers, interrupt teammates for help, and escalate issues unnecessarily. Customers encounter missing or incorrect information in self-service, driving frustration and additional contact volume.
Support teams are typically understaffed relative to the volume of changes they need to manage. Knowledge Agents automate work that is almost entirely manual today, freeing teams to focus on higher-level strategy.
For organizations deploying AI in customer service, accurate knowledge is non-negotiable. Learn more about AI for Customer Support and how AI Agents & Automation can strengthen support operations.
More information is available at stonly.com.
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