KCS in Action: AI-Supported Knowledge Management at G+D

Posted on by Kelly Murray

If you don’t give AI treats, it won’t do tricks.

Anja Kunkel

At a recent KCS in Action session, Achim Schreiber and Anja Kunkel from Giesecke+Devrient (G+D) presented an engaging and compelling story of how they have effectively leveraged KCS and AI, and the challenges they solved around data quality and accuracy in order to ensure high quality in both structure and content.

They discussed integrating AI to improve search functionality, focusing on seamless user experiences and efficient knowledge management. They emphasized the importance of KCS for AI’s effectiveness, reducing duplication, and the need for continuous improvement.

Including before and after demos of the search experience, based loosely on the film The Englishman Who Went up a Hill but Came down a Mountain, and filled with many excellent pictures of dogs, this recording is worth a watch.

Watch “KCS in Action: AI-Supported Knowledge Management at G+D” on YouTube

G+D operates globally across financial technology, digital security, connectivity, and public security, supporting billions of people through products such as payment technologies, SIM cards, passports, and currency systems. With more than 14,500 employees, 1,600 service engineers, and approximately 160,000 support cases annually, the organization recognized an opportunity to strengthen knowledge sharing and make expertise more accessible across its diverse portfolio.

Anja described the evolution of G+D Xpert, the company’s internal knowledge platform, which began with expert-authored troubleshooting procedures and expanded through the adoption of KCS in 2023 (with help from KCS Certified Trainer Kai Altenfelder from pro accessio). The team established practical content standards, publishing workflows, and governance processes that encouraged knowledge creation as part of daily work. Their goal was to create a foundation that could support both human knowledge sharing and emerging AI capabilities. User feedback played a central role throughout the process, helping the team refine search experiences, improve content quality, and ensure the platform remained aligned with the needs of support engineers and customers.

G+D conducted an extensive evaluation of AI technologies: six vendor pilots using a standardized testing approach to measure answer quality and usability. After identifying Blockbrain as the strongest performer, they integrated it with G+D Xpert, which is built on easybrowse and connected to Microsoft Dynamics. The resulting solution delivers AI-generated answers with source references and supporting images while drawing directly from the organization’s knowledge base.

AI capabilities now support automated email classification, ticket creation, case summarization, and draft knowledge article generation. During the demo, we saw how information from customer interactions can be transformed into structured article drafts that experts can review and publish, accelerating knowledge capture and reducing administrative effort.

No Treats, No Tricks

A consistent theme throughout the presentation was the relationship between high-quality knowledge and successful AI outcomes. KCS provides the structure, standards, and continuously improving content that AI systems depend on. Their experience reinforced the value of maintaining a single, trusted knowledge foundation, reducing duplication, and embedding knowledge access directly into support workflows.

Looking ahead, G+D plans to continue expanding AI-enabled capabilities, including virtual agents and enhanced knowledge experiences, while investing in adoption, coaching, metrics, and continuous improvement. Their journey demonstrates how organizations can build practical, scalable knowledge ecosystems that help employees find answers faster, capture expertise more effectively, and deliver greater value to customers.

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