Knowledge
Used in 42 answers this month.
Usage separates the handful of articles holding up your support operation from the ones written once and never read. It also finds the ones being used and then followed by a complaint.
Used, and did it work
An article used forty times that is often followed by a second contact is worse than useless — it is confidently wrong or unclear, and usage alone would hide that.
Most-used gets reviewed most
Review frequency follows usage, so the articles carrying the most weight are the ones most often re-checked.
Unused content gets removed
A knowledge base grows monotonically unless something prompts deletion. Zero usage over a long period is that prompt.
Knowledge
The rest of this area.
Verified answers, with owners and expiry dates, for both people and AI.
Articles
The answers themselves, written once and used everywhere.
Verification
Who checked this, and when.
Ownership
A named person responsible for each answer being true.
Knowledge gaps
Questions customers ask that you have no answer for.
Where knowledge comes from
Your website, docs and policies, brought in rather than retyped.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]