Customer Support Knowledge Base Management

Customer Support Knowledge Base Management

Automatically organize, update, and surface relevant knowledge base content — so support teams and chatbots always deliver consistent, on-brand answers powered by your internal data.

Transforming Customer Support Knowledge Bases with Generative AI

Organizations are modernizing customer support by integrating generative AI into their knowledge base systems. These solutions go beyond static search by retrieving, interpreting, and presenting contextually relevant information in real-time—ensuring that both agents and end users can access accurate answers instantly.

Seattle Children’s Hospital is leading such innovation through its Pathway Assistance solution, which makes thousands of pages of clinical guidelines instantly searchable. Pediatricians can quickly access vital, up-to-date information during patient care, improving decision-making while reducing the time spent navigating complex documentation.

In the financial sector, SEB—a Nordic corporate bank—is developing an AI agent for its wealth management division with support from Bain & Company. The agent assists in end-customer conversations by suggesting tailored responses and automatically generating call summaries. This has helped the bank improve advisor efficiency by 15%, enabling more consistent, high-quality service interactions.

Together, these use cases demonstrate how generative AI can transform customer support knowledge bases—from static repositories into intelligent systems that increase accuracy, reduce response times, and scale expertise across the organization.

Reinventing Customer Support and Operational Efficiency with Generative AI

Across industries, organizations are turning to generative AI to transform how knowledge is managed, shared, and used—particularly in the realm of customer support. A standout example is ING Bank, which has implemented a generative AI-powered chatbot to elevate internal self-service capabilities. This assistant improves the speed and quality of responses employees give to customer queries by tapping into a dynamic, AI-enhanced knowledge base. As a result, support teams are more efficient, customers receive more consistent answers, and knowledge locked in static documents becomes accessible in real-time.

This shift toward intelligent support systems is also visible in operations like Wayfair, where AI is used to automate product catalog enrichment. By updating product attributes five times faster, Wayfair not only reduces manual effort but ensures its customer-facing product data is more complete and reliable—minimizing confusion and enhancing self-service support experiences.

In the mortgage sector, United Wholesale Mortgage has more than doubled underwriter productivity in just nine months by deploying AI to streamline decision-making processes. This efficiency gain has directly translated into faster service and shorter loan closing times for more than 50,000 brokers and their clients, all while reducing the load on human support teams.

Meanwhile, Fundwell is using generative AI to simplify the funding journey for small businesses. By analyzing a company’s financial health and intelligently matching it with appropriate funding options, Fundwell reduces friction, enhances transparency, and provides business owners with fast, accurate guidance—essentially delivering a highly personalized knowledge experience.

Together, these use cases show how generative AI is redefining not just the backend efficiency of enterprises, but the very way knowledge is created, accessed, and used in real-time to improve support outcomes. Whether it’s internal service desks, product teams, or customer-facing workflows, AI-powered knowledge base management is becoming a critical driver of speed, consistency, and satisfaction.