Everyone, and we mean everyone, is talking about AI in knowledge management. You’ve probably seen the headlines, “AI is going to change everything!” 

But once you get past the excitement, it can be tough to figure out what’s hype and what’s real. 

It reminds us of an all-time classic, The Wizard of Oz.  

Stick with us here. 

The Wizard of Oz and Knowledge Management 

Remember when Dorothy and her friends finally meet the Wizard? There’s fire, smoke, lights, a huge display, and loud voices.

This was the big moment. After all, the characters were told the wizard had all the answers.  

But then, Dorothy’s beloved dog Toto pulls back the curtain. It turns out all of the magic was controlled by a regular person who was spinning knobs and pulling levers. 

That’s how AI can feel today. 

It’s definitely impressive on the surface, but once you pull back the curtain, you realize there’s a lot more spectacle. For knowledge management, there are disconnected scripts, hallucinations, and too much guesswork for people to deal with.  

At RightAnswers, we believe AI in knowledge management should be connected to the real needs of the people using it – from your frontline agents, your knowledge managers, and especially your end customers. 

Because your teams already have the brains, the heart, and the courage. AI should be there to help make the path to access knowledge easier and faster to follow.  

Four powerful updates. One goal. 

We’ve just launched four new purposeful AI features that slash the knowledge management lifecycle from hours to minutes.  

But here’s the best part: These features don’t replace the human expertise that makes knowledge great or that gives your customers the warm fuzzies.  

Our new features are all about keeping people plugged right where they belong – completely in the loop for the most important interactions with your knowledge and with your customers. We call it Knowledge with Trust, AI with Purpose.  

If you’ve been waiting for AI in knowledge management software to actually make sense, this is it. 

After all, the best knowledge is still human knowledge. 

We’re just making it a lot easier to manage. Let’s go into each feature. 

Generative Answers API: Knowledge Anywhere, Anytime 

Traditional knowledge management platforms keep information trapped in siloed systems, forcing users to navigate to dedicated portals or search interfaces.  

Our Generative Answers API feature changes this approach.  

Now, you can embed answers that are firmly grounded in your trusted knowledge-based content anywhere your customers and employees need them.  

Whether that’s in your support portal, CRM, collaboration tools, or custom applications, your employees and customers can get consistent, accurate information at their fingertips. That means you get the right answer in the right place, guaranteed. 

When knowledge flows freely throughout your tools, every decision becomes more informed, and every interaction becomes more impactful. 

AI Approver Review: From Version Control Nightmare to Quality Focus 

Content review is the bottleneck that keeps knowledge managers up at night. For a typical organization with 25,000 knowledge articles reviewed quarterly, this process consumes a staggering 25,000 hours annually. 

Our AI Approver Review feature changes this equation completely.  

By instantly summarizing what’s changed between versions and highlighting the important differences, reviewers can focus on quality assessment rather than hunting for changes. 

The impact? Review times are slashed by 80% , going from 15 minutes per article to just 3 minutes. This turns into annual savings of $800,000 and 20,000 hours that can be redirected to higher-value activities. 

But numbers only tell part of the story.  

The real transformation is in the quality of your knowledge base. When reviewers can focus on content quality rather than change detection, your knowledge assets become more accurate, more valuable, and more trusted. 

Duplicate Detection: Eliminating Knowledge Chaos 

Knowledge fragmentation is the silent killer of enterprise information management. When similar or redundant content exists across different departments, systems, or repositories, users encounter conflicting information that creates confusion and, ultimately, erodes trust. 

AI Duplicate Detection automatically scans your entire knowledge base to identify and flag similar or overlapping content. 

Authors can strategically consolidate duplicate articles, standardize conflicting information, and remove outdated content without breaking a sweat. 

The result is a true single source of truth which improves search results and builds greater trust in your information assets. Never see double (or triple) again. 

AI Add to Knowledge: From Support Ticket to Knowledge Article in Seconds 

Last, but certainly not least, we have AI Add to Knowledge. Think of all of the places your agents and knowledge teams interact with knowledge. 

Got them? It’s a big list, right? 

With AI Add to Knowledge, you can simply copy and paste unstructured text from support tickets, customer conversations, emails, or internal communications, and automatically transform it into properly structured, publication-ready knowledge articles. This enables you to turn conversations into searchable knowledge. 

Think about that for a moment. Every support interaction, every troubleshooting session, every internal conversation becomes a potential knowledge asset that can be captured and shared in seconds rather than hours. 

This dramatically accelerates your knowledge creation process while ensuring consistency across articles, enabling your organization to capture more tribal knowledge, close knowledge gaps faster, and deliver better self-service experiences. 

The Impact: AI Knowledge Management at the Speed of Business 

When you combine these four new features, the real beauty is in the sum of the parts. These features work together to turn knowledge management from a slow, manual process into a dynamic, intelligent approach that fits right into your existing knowledge workflows.  

Trusted answers show up anywhere you need them. 

Content is reviewed and published in minutes, not hours.  

Duplicate and outdated information is proactively flagged and resolved.  

Every support interaction becomes a chance to grow and strengthen your organizational knowledge. 

The payoff? Reduced costs, improved compliance, faster onboarding, and more empowered teams.  

When knowledge flows freely and information is always accurate and accessible, that’s when tribal knowledge becomes organizational wisdom.

Let’s recap what’s new in RightAnswers 

Want to explore our new features? Click here. 

Ready to Transform Your Knowledge Management? 

Just like in The Wizard of Oz, it turns out the real magic isn’t in the flashy wizardry behind the curtain. The real magic is in the brains, heart, and courage your team brings to the table. And when everyone’s equipped with the right tools, like AI (and maybe a pair of ruby red slippers), there’s no doubt where your agents and knowledge teams belong – focused and ready to provide the best possible experience for anyone who needs their help. 

Organizations that embrace the powerful combination of human-in-the-loop and AI capabilities will gain significant competitive advantage through reduced operational costs, improved customer experiences, and more empowered employees. 

RightAnswers delivers Knowledge with Trust, AI with Purpose, and we’d love to chat about the possibilities for your business. Connect with one of our experts today.