{"id":404238,"date":"2021-09-01T12:10:19","date_gmt":"2021-09-01T19:10:19","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/knowledge-management-tools"},"modified":"2026-02-10T22:39:19","modified_gmt":"2026-02-11T06:39:19","slug":"knowledge-management","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/knowledge-management","title":{"rendered":"Knowledge management tools"},"content":{"rendered":"

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Capabilities<\/a><\/div>
Artificial intelligence and automation<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=”5\/12″ el_class=”order-md-1 order-5″][vc_column_text css=””]<\/p>\n

Genesys Cloud Knowledge Fabric<\/h1>\n

Unify enterprise knowledge into an adaptive fabric that powers agentic AI, delivering the best answers for every question.<\/p>\n

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Make knowledge intelligent and interconnected<\/h2>\n

Build a comprehensive information ecosystem that puts the knowledge that agents, supervisors, and customers alike need at their fingertips. Answer questions in the context they require and constantly grow and adapt to improve knowledge over time.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Prepare and unify enterprise knowledge<\/h3>\n

Bring together every source of knowledge including CRM systems, intranets, wikis and legacy repositories in one unified fabric.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Deliver contextual, personalised answers<\/h3>\n

Knowledge Fabric uses intent and context to surface the right information for consistent, intelligent experiences across channels.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Learn, adapt, and continuously improve<\/h3>\n

See how knowledge is used and where gaps exist in real time. Built-in analytics help you optimise with every interaction.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D”][vc_row][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

Built for intelligence, orchestration, and trust<\/h2>\n

Give agents and customers alike easy access to the knowledge they need when they need it, with AI support.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Unify knowledge<\/h3>\n

Connect all your content into a single, secure knowledge fabric. Unify silos so agents, customers and artificial intelligence (AI) assistants can access accurate, permission-aware information instantly.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Search with context<\/h3>\n

Semantic and context-driven search interprets what users mean, not just what they type, to surface information in real time. This ensures accurate, consistent answers and reduces handle time.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Answer with generative AI<\/h3>\n

Use generative AI to create concise, transparent answers drawn from multiple sources. Provide \u201csmart snippets\u201d with clear citations so users can trust and verify the information they receive.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Recommend proactively<\/h3>\n

Knowledge Fabric powers virtual agents and Genesys Cloud\u2122 Virtual Agents with context-aware recommendations, troubleshooting, or next actions based on live interaction data and context.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Grow insights from knowledge<\/h3>\n

Gain automatic insights into how knowledge is used at every interaction point. Spot gaps, measure effectiveness and act on data-driven recommendations to improve performance.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Govern knowledge responsibly<\/h3>\n

Maintain up-to-date, compliant information across brands, languages, and regions with built-in governance and health monitoring that tracks freshness, quality, and consistency.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″ offset=”vc_col-sm-offset-1″][vc_single_image image=”611980″ css=”” rounded_corners=”rounded-lg”][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

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\"Gartner<\/p>\n

2025 Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service<\/p>\n

Gartner named Genesys a Leader for the 11th consecutive year<\/p>\n<\/div>

Get the Gartner report<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>