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The Challenge

LabVantage Solutions, a global leader in laboratory informatics software, faced a problem familiar to many complex enterprises: an abundance of information with a shortage of reliable answers. As Jeff Vannest, Senior Director of Knowledge Management at LabVantage, put it:

“Retaining organizational knowledge has always been in the forefront of our practices. We’ve always had this balance between information and answers. You could have volumes of encyclopedias, but you didn’t always have good answers.”

Knowledge lived in silos. Expertise walked out the door when tenured employees moved on. And with AI adoption accelerating across the business, the integrity of that knowledge — its accuracy, governance, and trustworthiness — became a critical concern.

The Solution

LabVantage partnered with RightAnswers to build a knowledge foundation that could support both their agents and their AI ambitions. Key elements of the solution included:

• A Unified Source of Truth: Fragmented expertise was consolidated into a single, governed knowledge ecosystem, eliminating the duplication and inconsistency that eroded agent confidence and slowed resolution times.
• KCS-Aligned Governance Workflows: Structured authoring, review, and retirement workflows ensured that every article met a verified standard before reaching agents or customers. Content stayed current. Accuracy was maintained at scale.
• Responsible AI, Grounded in Validated Knowledge: Rather than deploying AI on top of unstructured content, LabVantage used RightAnswers to ensure the knowledge feeding their AI was clean, governed, and verified. No garbage in. No garbage out.
• Contextual Knowledge Delivery: Advanced taxonomy and role-based access controls ensured that the right knowledge reached the right people  in the right context, without information overload.
• A Long-Term Knowledge-First Strategy: RightAnswers didn’t just solve today’s problem. It gave LabVantage a continuous improvement framework — one designed to evolve as their product portfolio, support complexity, and AI capabilities grow.

The Results

By pairing structured governance with grounded AI, LabVantage built a support operation that scales without sacrificing accuracy or compliance.

• Retained institutional knowledge that would otherwise be lost as teams evolve
• Reduced knowledge sprawl through a single, governed source of truth
• Accelerated AI readiness with a validated knowledge foundation capable of supporting generative AI workflows
• Improved agent confidence by delivering consistent, trustworthy answers across every interaction

Trusted AI Starts With Trusted Knowledge

LabVantage didn’t just implement a new tool. They built a knowledge practice. One grounded in governance, designed for scale, and ready for AI.

RightAnswers is the first KCS v6 verified enterprise knowledge management platform, purpose-built for organizations that need their knowledge to be as reliable as the support teams delivering it.

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