Press Releases

Sydney-headquartered customer experience and digital transformation company, Customer Science, has announced the launch of Knowledge Quest, an AI-powered knowledge management solution that provides real time, accurate information, empowering contact centres to reduce handling times and drive customer and employee satisfaction.

Knowledge Quest was developed to address one of the most persistent challenges in customer service: ensuring every agent has fast access to up-to-date knowledge and ‘healthy’ data. In an environment where customer satisfaction, loyalty, and operational efficiency hinge on information accuracy, outdated or incomplete knowledge can lead to increased handle times, repeat calls, downstream costs, and staff disengagement. This risks compliance issues, customer dissatisfaction and ultimately brand damage.

Knowledge Quest creates accurate knowledge, provides insights into a database and then presents this data in a dashboard where action can be taken to refresh the information to make it more accurate for informed customer conversations.

“Our Knowledge Quest AI-powered solution integrates directly into existing systems, analysing real-time call, email and chat data to identify whether a customer’s problem was resolved, which steps were taken, and whether the customer was satisfied,” says Scott Ward, Director of Product at Customer Science. “It can detect when no suitable knowledge article exists and generates an immediate draft in the organisation’s branding and structured format. This process transforms knowledge creation from a month-long manual effort into a streamlined workflow completed in just days.

“While many contact centre tools promise AI-driven efficiency, they almost universally rely on pre-existing, accurate knowledge articles to deliver value. Without that foundation, even the most advanced platforms underperform. Knowledge Quest closes this critical gap by actively creating high-quality, brand-aligned knowledge in real time which no other tool on the market currently delivers.”

Knowledge Quest’s rapid, automated workflow enables organisations to:

• Identify knowledge gaps by comparing real-time call content with existing taxonomy.
• Generate draft articles from proven customer resolutions captured during calls, ensuring accuracy and relevance from the start.
• Format content to organisational standards and branding, ready for immediate deployment into platforms such as Zendesk or Genesys.
• Manage knowledge health by monitoring in real time the knowledge accuracy, resolution and sentiment.

While off-the-shelf AI solutions may identify common customer queries, Knowledge Quest goes further by bridging analysis and content creation in a single, integrated process. Its ability to tailor knowledge to the unique ‘intent’ profile of each contact centre means that content is not generic but rather purpose-built for the business context.

At the heart of Knowledge Quest are processes to determine the semantic relationships between data to determine meaning and subsequent relationships enabling enterprises to democratise their information, transform siloed content into searchable, usable knowledge, and learn from every interaction.

Tangible customer benefits include:

• Faster resolution and reduced handle times through immediate surfacing of relevant, tested solutions.
• Higher first-call resolution rates by ensuring agents have the right answer at their fingertips.
• Consistent, brand-aligned knowledge that meets organisational compliance and quality standards.
• Increased agent engagement by removing the frustration of inaccurate answers resulting in improved job satisfaction.
• Increase customer satisfaction, improved compliance and reduced risk of brand damage

“Knowledge Quest is not just another AI plug-in. It’s the missing link between contact centre data and actionable, high-quality knowledge. It transforms how information is created, maintained, and delivered,” says Ward.

For further information, please visit: Knowledge Quest | AI-Powered Knowledge Management for Contact Centres

About Customer Science

Customer Science helps you deliver world leading services by bringing to life your vision for Customer and Digital Experience. Powered by a team of practitioners each with award winning deep experience, passionate about making a difference. They can take your vision & its benefits from idea, market research and service design through to operational delivery where we can lock in performance through management, people, process, and technology consulting & professional services. With our client commitment to delivering measurable results at a rapid return on investment and sustainability of solution, our clients enjoy great customer satisfaction levels that support their organisational objectives. For further information, please visit: https://customerscience.com.au