Customer Service Knowledge Management

Our principle: No AI without Knowledge Management.

AI can transform customer service—faster answers, more efficient interactions and scalable self-service.
Without reliable knowledge, however, AI has no reference for what is correct. It fills gaps and starts to guess—and in customer service, that becomes a risk.

This is why leading analysts agree on one core principle: every AI strategy in customer service must be built on Knowledge Management. A governed Knowledge Management layer provides the structure, context and control to define what is correct, what is relevant and what may be shared with customers.

Acting as a trusted layer between your content sources and AI systems, USU gathers, harmonizes and verifies knowledge before it is used.
This ensures that CX platforms, chatbots and AI agents always rely on trusted, up-to-date content—so every AI-driven interaction remains reliable.