Customer Science launches AI tool to boost contact centre accuracy

Customer Science has launched Knowledge Quest, an AI-powered knowledge management tool aimed at supporting Australian contact centres by providing access to accurate, real-time information.

The Knowledge Quest platform is designed to address persistent challenges in customer service related to data accessibility and accuracy within contact centres. It aims to empower service agents by ensuring immediate access to updated information, with the intention of reducing customer handling times and increasing both customer and agent satisfaction.

In the contact centre sector, where efficiency and customer satisfaction depend heavily on information accuracy, outdated or less comprehensive data has often led to increased handling times, repeat calls, additional operational costs, staff disengagement, compliance risks, and ultimately, negative impacts on brand reputation.

Knowledge Quest seeks to mitigate these issues by automatically generating and updating knowledge content. The solution provides insights into a knowledge base and presents this information on a dashboard, allowing users to identify and address outdated or inaccurate data for more effective customer interactions.

"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.

According to Ward, the central weakness of many existing contact centre technologies lies in their dependence on pre-existing, accurate knowledge databases, and their reduced effectiveness in the absence of such resources. He stated:

"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."

Key features of Knowledge Quest include the identification of knowledge gaps through real-time analysis of communications, the automatic generation of draft articles based on recorded successful resolutions, content formatting to support organisational standards and branding, and real-time monitoring of knowledge health metrics including accuracy and sentiment.

Where many artificial intelligence solutions focus primarily on categorising customer queries, Knowledge Quest is positioned to combine data analysis with rapid content creation, aiming to deliver knowledge tailored to specific organisational needs rather than generic responses.

The solution works by determining the semantic relationships in service data to clarify meaning and context, a process intended to help break down information silos and convert previously isolated content into searchable, usable knowledge. This is expected to allow organisations to learn and improve continually from each customer interaction.

The organisation notes several expected benefits for its customers. These include reduced call handling times through access to tested solutions, higher first-call resolution rates due to improved quality and relevance of information, improved compliance, brand consistency, and greater agent engagement stemming from confidence in available information. The combination of these factors is seen as beneficial for customer and employee satisfaction, as well as for organisational risk management.

Ward described Knowledge Quest as more than a simple AI add-on for contact centre operations, suggesting it fills an existing gap in the way that data is converted into actionable knowledge:

"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.