The Customer Knowledge Management Agent is an intelligent system that continuously analyzes case notes and customer interaction transcripts to maintain and update knowledge base articles. It identifies gaps in existing documentation, suggests updates based on successful case resolutions, and helps ensure knowledge base content remains current and relevant. The system can identify trending issues, track the effectiveness of existing articles, and automatically generate draft updates for human review. It also helps maintain consistency across knowledge base articles by identifying conflicting or outdated information.

This automation significantly improves knowledge base quality by ensuring content stays current with actual customer needs and resolution strategies. It reduces the time knowledge managers spend manually reviewing and updating articles, allowing them to focus on more complex content development tasks. The system also helps improve first-contact resolution rates by ensuring support staff have access to up-to-date, relevant information based on real customer interactions.

The estimate assumes that access to case notes, interaction transcripts, and existing knowledge base articles is already established and properly structured. It presumes that content update workflows and approval processes are well-defined and documented. The timeline also assumes familiarity with Microsoft Copilot Studio and experience in building knowledge management systems, including understanding of knowledge base maintenance best practices.