AI is changing the way organizations manage and use knowledge with tools to support and accelerate KCS workflows. As part of our KCS Verified Tool series, Arvind Gopal, Vice President of Product Management at eGain, highlighted how eGain’s AI Knowledge Hub supports KCS by automating knowledge capture, improving search, and keeping content fresh and accurate.
We hear a lot about “getting our content ready for AI”. Keep in mind that we want our knowledge to be human-ready first. Context and clarity of thought works for people and for AI, and AI-powered tools can help with that.
Focusing on the transformation of existing practices, Arvind illustrated how eGain’s embedded AI features can generate articles from agent interactions, avoid duplication, flag outdated content, and deliver the right knowledge in real time. He also shared examples of customer impact, from lowering service costs to boosting satisfaction. The big takeaway: with AI and KCS working together, organizations can make knowledge management smarter, more proactive, and easier to sustain.
For organizations aiming to implement AI effectively, the Consortium’s AI Implementation Essentials guide offers a practical roadmap. Drawing from the experiences of member companies, this resource emphasizes the importance of a solid knowledge management foundation, aligning AI use cases with organizational goals, and managing change comprehensively.
Resources Shared
- eGain AI Knowledge Hub
- AI Implementation Essentials
- AI Blueprint (Member Resource, requires login)
- Article Quality Quick Reference Guide (KCS Practices Guide)
- Upcoming Public Events
- KCS Training
- Get notified about future events by signing up for the mailing list
Chat Highlights
- Sara Feldman | Consortium | Las Vegas: Automation now possible = All our dreams are coming true! (one of our favorite sayings among KCS folks)
- Rosanna Stephens: Or as David Snowden says – “Connect the Knowledge Silos”. Sometimes there’s a good reason for the silos.
- Jennifer Crippen | DB Kay | Medford, OR: “you want content to be both human and AI ready” ❤️
- Rosanna Stephens: One of our content strategists did tell me “Knowledge that’s good for humans is good for AI”
- Cecilia Ellison: 100% yes. I don’t think making content “ready for AI” is the right approach at all. Like, everything we do is ultimately in service of human users. If AI can’t read it, the AI should like… be better.
Since June 2024, Banco do Brasil’s Knowledge Management team has been dedicated to implementing automations with Artificial Intelligence (AI) and the KCS (Knowledge-Centered Service) methodology. The first milestone of this journey was the launch of a WhatsApp chatbot, allowing the bank’s employees to access knowledge base content quickly and autonomously, reducing the need for human intervention.
The major challenge was integrating the chatbot directly with the KCS base, eliminating the dependency on manual curation of articles. This innovation was presented at SupportWorld Live 2025 in Las Vegas as a success case.
Currently, we use AI to:
Validate the links between requests and articles;
Identify knowledge gaps based on searches without accurate results;
Apply the AQI (Article Quality Index), facilitating knowledge base management and promoting continuous improvement.
This work represents a significant advancement in the way knowledge is managed and made available within the organization, focusing on efficiency, autonomy, and scalability.