Stonly Launches Knowledge Agents to Keep Customer Service Information Current
Stonly, an AI platform for customer service, announced Knowledge Agents, a new tool designed to automatically monitor and update the information that support teams rely on. The agents work continuously to identify gaps, errors, and outdated content across knowledge bases, then draft precise updates for human review.
The problem Knowledge Agents address is straightforward: support knowledge goes stale faster than teams can fix it. Policies change. Product updates arrive. Compliance documents shift. Most organizations lack the resources to track these changes across dozens of systems and formats, leaving support teams and AI systems working from incomplete or incorrect information.
What the tool does
Knowledge Agents monitor source material-resolved tickets, shared documents, websites, PDFs, and internal systems-and trace how changes ripple across support content. When something changes, the agents identify which guides, workflows, and articles need updating and draft the specific edits required.
The system also audits knowledge bases for broken links, conflicting information, and duplicates. Teams see a health score and suggested fixes without spending hours on manual review.
Support teams can also issue natural-language instructions like "Find every reference to 'refund rules' related to in-store purchases and replace it with 'returns policy.'" The agents execute the task across the entire knowledge base.
Why this matters for support teams
When knowledge lags behind reality, the impact is measurable. Agents spend longer finding answers. They interrupt colleagues or escalate issues unnecessarily. Customers encounter missing or wrong information in self-service, driving frustration and more support tickets.
AI systems amplify the problem. Unlike human agents, AI cannot detect when underlying information is wrong. If the knowledge is inaccurate or incomplete, AI scales that error across every interaction.
Alexis Fogel, Stonly's founder and CEO, said knowledge teams face a change-management problem, not a content-generation problem. "Knowledge Agents help teams keep their support knowledge current and accurate so both agents and AI can operate from what is actually true," Fogel said.
Knowledge Agents are available to enterprise customers now. More details are available at Stonly's product page.
For support professionals managing knowledge across multiple systems, explore how AI for Customer Support and AI Agents & Automation can streamline operational workflows.
Your membership also unlocks:
