Do we need to build a new knowledge base from scratch?

No. We start with your existing documentation, tickets, and workflows, then work with your team to update, organize, and fill in missing information.

Can you work with our existing knowledge base and support systems?

Yes. We work within your existing systems and processes to improve documentation without requiring you to change platforms.

How do you keep the knowledge base accurate?

We use structured QA and AI-assisted monitoring to identify outdated information, missing steps, and process gaps. Those findings help guide ongoing updates.

How does knowledge base development help with AI adoption?

AI agents and assist tools depend on accurate information and clear workflows. A well-maintained knowledge base helps them deliver more consistent answers and handle appropriate requests.

How do we know which customer requests are ready for AI?

QA helps identify repetitive requests with clear, consistent resolution steps. These can be tested for automation while complex issues and exceptions remain with your support team.

Knowledge Base Development | The Functionary

A woman holding papers is speaking to a group in a modern office with plants and a presentation screen in the background.

CHALLENGE

AI Needs Documented Data and Structure to Work

In most service operations, knowledge is spread across ticketing systems, shared documents, and the memory of a few experienced agents. Process guides fall out of date. The same issue gets handled in different ways depending on who picks it up.

People can work around that. AI can’t. If the knowledge base is missing answers or the process isn’t documented, an AI agent or assist tool has nothing to pull from. Getting the documentation right is an important first step in AI adoption.

SOLUTION

Turn What Your Team Knows Into Knowledge Everyone Can Use

The Functionary works with your frontline teams to capture, organize, and maintain the information needed for consistent service delivery and AI adoption. We build knowledge bases, document SOPs, define resolution steps and escalation paths, and clean the data AI tools depend on. Everything is built around your existing systems and how your team works.

QUALITY ASSURANCE

Your knowledge base needs to change as your business does. We use structured QA and AI-assisted monitoring to check real customer interactions, find documentation gaps, and identify processes that need improvement.

Explore AI QA & Optimization

Office scene with five diverse professionals working together around a large desk with computers and documents near large windows showing a cityscape.

RIGHTCX

Validate AI Against Real Work with RightCX

RightCX is The Functionary’s AI-assisted CX platform. Here, it handles the checking: Automated QA scores supported interactions against your documentation and shows where answers are missing or steps are being skipped. When the knowledge base is ready, the same platform can add Live Agent Assist and AI Agent on top of it.