{"id":51022,"date":"2025-09-23T10:21:30","date_gmt":"2025-09-23T09:21:30","guid":{"rendered":"https:\/\/www.intelligentcio.com\/apac\/?p=51022"},"modified":"2026-07-06T15:03:41","modified_gmt":"2026-07-06T14:03:41","slug":"customer-science-launches-knowledge-quest-equipping-australian-contact-centers-with-ai-powered-knowledge-management","status":"publish","type":"post","link":"https:\/\/www.intelligentcio.com\/apac\/2025\/09\/23\/customer-science-launches-knowledge-quest-equipping-australian-contact-centers-with-ai-powered-knowledge-management\/","title":{"rendered":"Customer Science launches Knowledge Quest, equipping Australian contact centers with AI-powered knowledge management"},"content":{"rendered":"\n

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 centers to reduce handling times and drive customer and employee satisfaction.<\/em><\/strong><\/p>\n\n\n\n

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 \u201chealthy\u201d 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 In an environment where customer satisfaction, loyalty, and operational efficiency hinge on information accuracy, outdated or incomplete knowledge can lead to increased handle times, repeat calls, downstream costs, and staff disengagement.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.<\/p>\n\n\n\n

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.<\/p>\n\n\n

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Scott Ward, Director of Product at Customer Science<\/strong><\/em><\/figcaption><\/figure><\/div>\n\n\n

\u201cOur Knowledge Quest AI-powered solution integrates directly into existing systems, analyzing real-time call, email, and chat data to identify whether a customer\u2019s problem was resolved, which steps were taken, and whether the customer was satisfied,\u201d said Scott Ward, Director of Product at Customer Science. \u201cIt can detect when no suitable knowledge article exists and generates an immediate draft in the organization\u2019s branding and structured format. This process transforms knowledge creation from a month-long manual effort into a streamlined workflow completed in just days.<\/p>\n\n\n\n

\u201cWhile many contact center 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.\u201d<\/p>\n\n\n\n

Knowledge Quest\u2019s rapid, automated workflow enables organizations to:<\/p>\n\n\n\n

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

    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 \u201cintent\u201d profile of each contact center means that content is not generic, but rather purpose-built for the business context.<\/p>\n\n\n\n

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

    Tangible customer benefits include:<\/p>\n\n\n\n

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

      \u201cKnowledge Quest is not just another AI plug-in. It\u2019s the missing link between contact center data and actionable, high-quality knowledge. It transforms how information is created, maintained, and delivered,\u201d said Ward.<\/p>\n","protected":false},"excerpt":{"rendered":"

      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 centers 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 […]<\/p>\n","protected":false},"author":4017,"featured_media":40992,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[7027,1463,12,5943,4664,7236,15,8283,55,8144,44],"tags":[9740,961,9739,2418,9737,9742,9741,9736,9738,7972],"class_list":["post-51022","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-intelligent-technologies-ai","category-apac","category-cloud","category-cx-customer-experience","category-intelligent-technologies-data","category-digital-solutions","category-digital-transformation","category-innovation","category-oceania","category-technology-ciso","category-top-stories","tag-ai-powered-knowledge-management","tag-contact-centers","tag-customer-science","tag-customer-service","tag-employee-satisfaction","tag-first-call-resolution","tag-handling-times","tag-knowledge-gaps","tag-knowledge-quest","tag-real-time-data"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/posts\/51022","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/users\/4017"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/comments?post=51022"}],"version-history":[{"count":2,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/posts\/51022\/revisions"}],"predecessor-version":[{"id":51025,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/posts\/51022\/revisions\/51025"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/media\/40992"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/media?parent=51022"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/categories?post=51022"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/apac\/wp-json\/wp\/v2\/tags?post=51022"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}