Knowledge Intelligence
Audit every article in your knowledge base for consistency, compliance, and correctness, so AI answers start from content you can trust.
Keep published knowledge accurate, compliant, and consistent
Knowledge Intelligence is one half of eGain Knowledge Automation. It covers what your knowledge base contains, while Knowledge Orchestration covers what people ask.
Problems with your content stay hidden until you give the wrong answer.
Articles get reviewed once and forgotten
Most teams review an article when it’s published and don’t look at it again until something forces them to, such as a customer complaint or a new product launch. In the meantime, policies change, articles become outdated, and AI answers drift. Content stays inaccurate until someone notices.
Duplicates and contradictions hide in large knowledge bases
When two articles describe the same policy with different amounts, dates, or eligibility rules, an AI model picks one and answers as if it were certain. Finding these conflicts by hand means comparing multiple articles side by side, so many of them are never found.
Style and compliance rules live outside the content
Writing guides, metadata standards, and regulatory requirements are documented, but checking each article against them is a lot of manual work. Undefined acronyms, missing metadata, and mixed regional formats slip through, especially when many authors write across teams and regions.
eGain Knowledge Intelligence audits every article against consistency, compliance, and correctness standards on an ongoing basis, and turns each finding into a fix your experts can review.
Keep Every Answer Correct and Current
Knowledge Intelligence compares articles for conflicting amounts, prices, dates, eligibility rules, and policy details. It also finds broken links, broken images, and articles that have gone past their freshness window. Teams resolve each issue before an outdated or conflicting answer reaches a customer, an agent, or an AI model.
Keep Content Consistent in Substance and Style
Knowledge Intelligence identifies similar or overlapping articles and shows likely duplicates side by side, so your team can choose which version to keep and merge the rest. It also checks each article against your organization’s writing guide, including tone, style, and brand usage, and can correct deviations and update the article automatically.
Close Compliance Gaps as Rules Change
Knowledge Intelligence catches details such as acronyms that are undefined, missing metadata, and regulatory obligations that need to be tracked or fulfilled. When a requirement changes, teams in banking, insurance, healthcare, and other regulated industries can see which articles need attention.
Fix Readability and Regional Formatting
Knowledge Intelligence flags readability barriers that make an article hard to skim or understand. It also finds mixed regional formatting, such as inconsistent spelling, wrong date or currency formats, and labels that haven’t been translated. Every audience gets content that reads correctly for their language and region.
Hold New and Existing Content to the Same Standard
The same checks run on existing articles, new drafts, and updates, including drafts that Knowledge Orchestration creates from past resolutions. Your knowledge experts review the findings and approve the changes, so AI speeds up the audit while people stay accountable for what gets published.
How Knowledge Intelligence works with Knowledge Orchestration and Knowledge Automation
Knowledge Automation connects the two in one continuous loop, so every new or updated article is checked before it is trusted and published to every channel.
Start with our AI Content Readiness Assessment to see how your published content holds up today.
