For contact centres
The KMS that gets agents
up to speed faster.
Search and AI chat that work mid-call. Structured Knowledge Paths and Guided Workflows for onboarding. Read acknowledgements for compliance. Built for the operational reality of running a contact centre.
29-45%
annual agent attrition rate across contact centres globally — a constant training problem
$10-20K
cost to replace a single frontline agent (recruiting, training, lost productivity)
20-50%
reduction in training time achievable with a well-maintained KMS
Sources: ACXPA Australian Contact Centre Industry Best Practice Report 2025, Insignia Resources, AmplifAI — 2025 industry data
High turnover. Constant training. Inconsistent answers.
Contact centre attrition runs at 29-45% a year. That means you're constantly onboarding new agents, and each one takes weeks to reach competency. While they ramp, customers get inconsistent answers, escalations pile up, and your experienced agents burn out covering for the new ones.
Most knowledge bases are built for office workers reading articles at a desk. They're not built for an agent on a live call who needs the right answer in two seconds, or for a new starter trying to learn fifteen processes in their first month.
A contact centre KMS has to do two jobs: serve the agent on the call, and train the new agent before they're on the call.
Built for the moment of the call. And the weeks before it.
Mid-call: agents search the knowledge base directly or through an embeddable widget inside your CRM or agent desktop. Search is fast and uses no AI credits. For fuzzier questions, the AI chatbot uses an agentic loop to keep trying with rewritten queries, with the rewrites visible. Guided Workflows walk agents through complex processes step by step.
Pre-call: Knowledge Paths turn onboarding into a structured journey with ordered content. An optional custom Knowledge Path Assessment, with AI tools blocked, can be added to the end as the path completion gate. A pass is real evidence the agent learnt it, not that a chatbot answered for them. Read acknowledgements track which agents have reviewed which policies. Presentations replace separate training decks.
One platform, two jobs done well.
During the call. Before the call.
Mid-call
Answers, fast
Full-text search across articles, documents, and slides, with no AI credit cost. AI chatbot for harder questions with an agentic loop. Guided Workflows for branching processes. Embeddable inside your CRM so agents never leave their workspace.
Pre-call
Onboarding, structured
Knowledge Paths take new agents through ordered content. An optional custom Knowledge Path Assessment, with AI tools blocked, can confirm real learning before they go live. Read acknowledgements record policy review. Presentations replace standalone slide decks. Track every agent's progress to competency.
What it includes
Mid-call search
Fast full-text search across articles, documents, and slideshow content. No AI credit cost. Available inside the embeddable widget so agents never leave their CRM.
AI chatbot with agentic loop
For fuzzy questions where the agent or customer doesn't know the right words. The AI rewrites the query and retries until it lands. Citations on every answer.
Knowledge Paths
Structured learning journeys with ordered content and custom assessments. Onboard new agents on a defined programme, track completion, gate live-call access on competency.
Guided Workflows
Step-by-step branching processes — complaint handling, refund decision trees, escalation flows. The workflow tells the agent what to do next based on the customer's specifics.
Quizzes & assessments
Two flavours: regular Quiz articles for self-test (use anywhere), and optional custom Knowledge Path Assessments at the end of a path where AI tools are blocked. When included, the assessment gates path completion and confirms real learning.
Read acknowledgements
Track which agents have read which articles. Re-trigger acknowledgement when policies change materially. Compliance-ready by default.
Internal widget for CRM embed
Drop into any CRM, agent desktop, or internal portal. Agents search, chat, and walk workflows without leaving their primary workspace. Business and Enterprise.
Search and chat analytics
See what agents are searching, where the chatbot didn't have an answer, which workflows are most-used. The questions without answers become your content roadmap.
Audit trail for regulators
Version history on every article, attribution on every change, read acknowledgement records. Show a regulator exactly what the policy was and who confirmed they'd read it.
Who this is for
Contact centre operations leaders
Trying to get new agent ramp time down without losing quality. Knowledge Paths plus assessment gates plus mid-call AI is the toolkit.
L&D / training teams
Tired of running training in slide decks that nobody opens after week one. Move it into the same place agents go for answers, and watch usage actually go up.
Compliance and risk teams
Read acknowledgements, audit trail, version history. The mechanics regulators expect, working day-to-day in the same KB the agents use.
Quality assurance teams
When an agent gives a wrong answer, the question is: was the article wrong, was it stale, or was it never read? Search analytics, version history, and read acks tell you which.
Why KnowledgeScout for contact centres
Built by an ex-contact-centre operator
The founder spent six years inside a UK contact centre, leading agents and the systems behind them. The product reflects what an agent actually needs in the moment, not what an HR system thinks they need.
Training built in, not bolted on
Knowledge Paths, Quizzes, Guided Workflows, and Read Acknowledgements are first-class features, not a separate LMS you have to integrate. New agents learn from the same system they'll use on the floor.
Search is free to use mid-call
Standard search uses no AI credits and runs instantly. Agents can search every call without anyone worrying about credit burn. The AI chatbot is there for the harder questions when speed of light matters less than getting the right answer.
Embed it where the agent already lives
The internal widget drops into your CRM, agent desktop, or internal portal. No tab-switching, no context loss. The KB comes to the agent, not the other way around.
Common questions
How does this help with agent training time?
Knowledge Paths let you build structured onboarding programmes with ordered articles, presentations, and self-test quizzes. Path authors can add an optional custom Knowledge Path Assessment at the end. When included, AI tools are blocked during the assessment, so a pass means the new agent actually learnt the material rather than letting a chatbot answer for them. Combined with mid-call search and the AI chatbot once they're operational, agents reach competency faster because the knowledge base is doing some of the teaching.
What about agents who don't have time to type a search query mid-call?
Search is fast enough to use mid-call, including from inside the embeddable widget you can drop into your CRM or agent desktop. For fuzzier questions, the AI chatbot accepts conversational queries and uses an agentic loop to keep trying. Most agents get a useful answer in a couple of seconds without leaving their primary workspace.
Can I track what agents have read and learned?
Yes. Read acknowledgements track which agents have reviewed required articles. Knowledge Paths track completion through the structured programme. Quizzes record results so you can see who's ready and who needs another round of practice. All of it is auditable and exportable.
How are Guided Workflows different from articles?
Guided Workflows walk an agent through a multi-step process — a complaint handling flow, a refund decision tree, an escalation procedure — step by step, with branching logic. The agent answers questions or selects options as they go, and the workflow tells them what to do next. They're useful when an article alone isn't enough because the right path depends on the customer's specifics.
Does this integrate with my existing CRM or agent desktop?
The internal embeddable widget can sit inside any tool that supports an iframe or embed script, including most CRM and agent-desktop platforms. Agents search and chat without leaving their primary workspace. The REST API and MCP server are available on Business and Enterprise for deeper integration with custom internal tooling.
Which plans include this?
All the article types — standard articles, Knowledge Paths, Guided Workflows, Quizzes, Presentations — are on every plan, including Startup. The internal embeddable widget for embedding inside your CRM or agent desktop is on Business and Enterprise. Read acknowledgements and analytics are on every plan.
Built for the operational reality of running a contact centre.
Mid-call answers, structured onboarding, audit-ready training records. One platform, two jobs.