Knowledge in the Agent Workspace

Your agents know the best ways to help a customer. That information is valuable, but often goes missing if it’s not documented right when it happens. Knowledge in the Agent Workspace turns that agent know-how into effective content for your knowledge base on the spot, making it easy to maintain and develop high quality articles.

Knowledge in the Agent Workspace allows agents to solve tickets faster with relevant help center content at their fingertips. By automatically searching and suggesting articles based on the brand and language of the ticket, Knowledge in the Agent Workspace surfaces AI-powered article recommendations that agents can link to ticket responses in just one click.

While helping customers, agents will likely find articles that are incorrect or out of date. When they come across articles that need improvements, they can immediately flag the articles and add feedback, naturally maintaining your knowledge base with relevant content.

If agents can’t find what they’re looking for, they can instantly create and share new articles using predefined templates or they can submit a request for a new article to be written. By capturing knowledge on the fly, agents will continuously enrich your knowledge base with articles that answer your customer’s issues.

Admins can access Knowledge in the Agent Workspace context panel to analyze which articles help agents solve the most tickets. You can dive deeper and and use those insights to evolve your knowledge base over time.