I have long been interested in how companies can capture, structure, and apply the knowledge and insights embedded in customer support transactions. Watching the progress in this area has been a long, ...

Integrating AI isn’t enough—businesses must structure, train and continuously refine their knowledge bases to ensure accuracy, usability and painless CX. As customer expectations rise, businesses are ...

A new framework restructures enterprise workflows into LLM-friendly knowledge representations to improve customer support automation. By ...

Customer support startup Zendesk is partnering with knowledge base company MindTouch today to offer a social help solution for customer service agents. Now support agents using Zendesk’s customer ...

SAN FRANCISCO--(BUSINESS WIRE)--HDI, the leading organization dedicated to elevating service and support across the enterprise, today announces the “The State of Technical Support in 2024,” a ...

Following a 50% increase in knowledge base coverage, Yotpo has renewed its collaboration with Quack to continue scaling AI-powered CX. SAN FRANCISCO, Nov. 12, 2025 /PRNewswire/ -- Quack, the proactive ...

One of the great challenges in knowledge management has always been getting the right knowledge to front line workers in real time. Old-style knowledge repositories are simply too difficult to search ...

Companies are sitting on a wealth of valuable data that could be used to share relevant information with employees to improve the customer experience. However, this data can often be buried in ...

Overview: Building AI tools was once a complex, developer-driven process that required deep technical expertise, long ...

Dixa, the Danish customer support platform promising more personalised customer support, has acquired Melbourne-based “knowledge management” SaaS Elevio to bolster its product and technology offerings ...