AI Knowledge Management for Customer Service

Knowledge that drives customer and employee success

Achieve better outcomes via AI-driven knowledge management, knowledge automation, and self-service.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Knowledge that flows

When information moves freely and finds the people who need it, everything just works better — for everyone.

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Answers in an instant

Your customers find answers immediately — no searching, waiting, or explaining required.

Agents shine brighter

Your team finds exactly what they need when they need it — keeping conversations flowing smoothly.

Intelligence that helps

Resolve issues faster with instant answers, less effort.

Be where customers look first

Meet customers with trusted answers in search engines before they even visit your website.

Knowledge at the speed of now

Stop hunting for information and let it find you right when you need it most.

Questions get answered, not just matched. Our intelligent search understands context and delivers exactly what you’re seeking.
Create and share knowledge instantly. AI helps draft, organize, and publish information across all touchpoints.
One source of truth that delivers the same consistent, helpful information everywhere customers and agents look.
As your business grows, your knowledge grows with it — maintaining speed and accuracy no matter the size.

Answers just in time

Knowledge finds your customers wherever they are — with intelligent search and instant answers that resolve issues before they become problems.

Success stories

See what global CX leaders are saying

Proofpoint revolutionizes customer support

decrease in ticket volume

20%

increase in site engagement

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Hastings Direct speeds to CX success

26%

productivity gains post-implementation

reduction in total cost per policy

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Press the smart button

Find out how instant intelligence delivers customer happiness and team success.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

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Frequently Asked Questions

Expert eliminates the chaos of scattered, outdated knowledge by centralizing content, powering fast and accurate AI search, and ensuring consistent answers across all channels. It streamlines agent workflows, improves self-service, and provides insights to continuously optimize knowledge.

Key challenges it solves:

Hard-to-find or inconsistent information across systems and teams
Time-consuming searches and long agent ramp-up times
Outdated or unmanaged content
Inconsistent customer experiences across channels
Lack of visibility into content performance and knowledge gaps

Expert stands out with its deep integration of AI, robust content governance, and omnichannel reach—purpose-built to power effortless knowledge discovery at scale, including self-service search discovery.

What sets it apart:

Generative AI search that delivers precise, conversational answers, not just links
Omnichannel delivery, ensuring consistent knowledge across voice, chat, and digital self-service
Self-service search discovery, empowering customers to independently find accurate answers
Built-in content lifecycle management, with ownership, review workflows, and version control
Seamless integration with third-party systems for a unified customer and agent experience
Role-based experiences, tailoring knowledge access and presentation for agents, customers, and content managers
Actionable insights into knowledge usage, gaps, and effectiveness to drive continuous improvement

Yes! Expert powers consistent, conversational answers across self-service channels like chatbots, help centers, and even search engines—so customers can get the right information instantly, often without ever needing to contact support or speak with an agent.

Expert gives agents fast, AI-powered access to accurate answers, reducing search time and improving handle times. With guided knowledge and in-context suggestions, agents can focus more on solving issues than finding information.

We’ve made knowledge management refreshingly simple:

Content creators enjoy intuitive tools for writing, reviewing, and publishing content. Built-in workflows handle ownership tracking, approval processes, and version control without adding complexity.

Most importantly, clear analytics show exactly what content is working, what needs updating, and where knowledge gaps exist — so your team can focus efforts where they matter most.

The result is a living centralized knowledge base that continuously improves without requiring constant maintenance.