AI Knowledge Management: What It Is and Comparing 7 Top Solutions

Almost every company can benefit from using a knowledge base. But the advent of AI technologies are taking the traditional processes of Knowledge Management to a new level of benefit for support teams and businesses

Organizations can use these knowledge bases internally, or to create external, customer-facing resources too.  These are often called self-serve or self-help solutions. Customer Service or Customer Experience (CX) teams need these, as do IT Service Management (ITSM) teams and outsourced vendors.

AI tools and software are proving an effective way of improving the creation and maintaining of content and context of knowledge bases. Hence the need for AI Knowledge Management.

In this article, we define AI Knowledge Management and list seven of the leading software solutions on the market.

What is AI Knowledge Management?

Knowledge Management AI is where AI tools are used in the collection, creation, curation, and discoverability of internal and customer-centric knowledge bases and resources.

Each of these are benefitted by AI in several ways:

• Collection: AI tools can collect information automatically. Human agents can't possibly collect everything they are saying or writing when replying to customers. Also, until now automated systems that do collect this information only store the data. In most cases, that information isn't useful unless someone is tasked with crawling through it to create a knowledge article.

  Now, with AI, all of that can be done automatically and at scale.  This also increases the data quality.

• Creation: Because data from customer interactions and support tickets are collected automatically, tools with generative AI capabilities can then actually create the knowledge content automatically as well. Further, they can leverage NLP, machine learning, and other AI-driven systems to create new knowledge organizations need to support customers more effectively.
• Curation: All of that material will need curating to avoid duplication. It will also ensure the most relevant documents, articles, and other pieces of content will fit within the cognitive decision trees of the Knowledge Management system. AI makes that possible, simplifying and consolidating the data that's collected at scale.
• Discoverability: This is equally important. Without advanced knowledge discovery and search tools, users won't be able to easily find what they're looking for when they need it quickly. The best AI Knowledge Management platforms have these AI-powered discoverability tools. These ensure users can find what they need, which provides a better user experience.

Instead of trying to build/develop your own in-house AI Knowledge Management system, it's often more cost-effective to use an off-the-shelf solution. And so, let's look at nine of the best AI Knowledge Management software (SaaS) solutions on the market based on use cases, functionality, and other key factors.

7 Top AI Knowledge Management Solutions

1. Genesys

   Genesys is an AI-based call center customer service agent SaaS platform that now includes AI-based Knowledge Management tools and functionality.

   

   What does it do?

   Makes it easier for customer service agents and CX team leaders and other management staff to record Knowledge Management data and information automatically to turn it into KM questions and answers.

   Pros:

   • Helps call centers and small and medium businesses (SMBs) improve customer interactions across every channel
   • AI tools help to automatically record customer interactions and turn them into internal Knowledge Management resources
   • Scalable solutions and a global presence

   Cons:

   • Known for being complex to set up and manage
   • A steep learning curve for new teams trying to understand how to use it
   • Might be too expensive for startups or internal teams with a limited software budget

   Pricing: From $115 per agent per month

2. Glean

   Glean is an AI-powered enterprise search and knowledge discovery platform that helps employees find answers across all of their connected workplace tools.

   

   What does it do?

   Instead of managing a traditional knowledge base, Glean focuses on unifying existing content such as documents, tickets, chats, emails, and apps, making sure information is searchable and context-aware using AI.

   Pros:

   • Strong AI-driven enterprise search across multiple systems
   • Connects to popular tools like Google Workspace, Microsoft 365, Slack, Jira, and Confluence
   • Uses context and user intent to surface more relevant answers
   • Reduces time spent searching for internal knowledge

   Cons:

   • Not a traditional knowledge base authoring or publishing platform
   • Requires integrations and content sources to be effective
   • Primarily designed for internal use cases, not customer-facing knowledge

   Pricing: Not available

3. Coveo

   Coveo is an AI-powered relevance and knowledge discovery platform that helps organizations deliver more accurate, context-aware information across internal systems and customer-facing channels.

   

   What does it do?

   In an AI knowledge management context, Coveo focuses on unifying knowledge from multiple sources and using AI to surface the most relevant content based on user intent, behavior, and context.

   Pros:

   • Strong AI-driven relevance and contextual search capabilities
   • Connects to a wide range of enterprise systems and content repositories
   • Uses behavioral data to continuously improve search results
   • Scales well for large, complex organizations

   Cons:

   • More focused on search, relevance, and discovery than knowledge authoring
   • Can require tuning and optimization to achieve best results
   • Typically geared toward mid-sized to large enterprises

   Pricing: Need to request a quote

4. Starmind

   Starmind is a directory for Knowledge Management with some handy AI-powered features and functionality.

   

   What does it do?

   Starmind is described as "The only AI-powered, real-time, organization-wide Expertise Directory." It's designed for several use cases including customer service, sales, and supporting internal AI solutions such as large language models (LLMs).

   Pros:

   • Easy to deploy and use
   • Anybody with access can ask questions and this can be anonymous
   • Team members can download the mobile app so it can be useful on the go and when working from home (WFH)

   Cons:

   • Answers aren't always accurate
   • Search queries can't be prioritized

   Pricing: $4,000/month for up to 500 expertise profiles

5. Guru

   Guru was designed to make internal information, company data, and Knowledge Management articles more easily accessible to everyone who needs that material.

   

   What does it do?

   An AI Knowledge Management assistant, also known as an AI-powered bot, for internal knowledge bases.

   Pros:

   • A useful resource when integrated with other software and apps the team uses
   • Useful for onboarding new employees
   • Can produce a summary of existing documents

   Cons:

   • At present AI-powered answers are still only in beta so they may not be as accurate as your CX or ITSM agents might need
   • Intuitive-ish design that still requires some work
   • The knowledge within the platform is only as effective as how often the team updates the articles

   Pricing: From $25 per user per month

6. Capacity

   Capacity is an AI support tool that interlinks and connects all of your CX and ITSM tech stack, somewhat like Zapier.

   

   What does it do?

   "Capacity's knowledge base intelligently stores the knowledge that will transform your organization." It's an AI-powered knowledge base and Knowledge Management system for CX and ITSM, and it's also equally useful for other teams such as sales, marketing, and human resources (HR).

   Pros:

   • Useful for automating functions that were previously recorded manually
   • Cross-functional so it can be deployed across an entire organization
   • It gets smarter as more inputs and data are provided

   Cons:

   • It can get expensive when being used across larger teams
   • The product is still learning and evolving so it does have limitations
   • Steep learning curve for those who haven't used AI-powered tools before

   Pricing: Not available

7. Sinequa

   Sinequa is an enterprise-grade AI search and knowledge discovery platform designed for large organizations with complex data environments.

   

   What does it do?

   It uses natural language processing, machine learning, and semantic search to help users find, analyze, and reuse knowledge across structured and unstructured content sources.

   Pros:

   • Powerful AI-driven enterprise search and analytics capabilities
   • Supports large-scale, complex data environments
   • Strong semantic search and natural language understanding
   • Flexible deployment options for regulated or security-conscious organizations

   Cons:

   • More complex to implement than lightweight AI search tools
   • Primarily targeted at large enterprises
   • Requires configuration and tuning to maximize value

   Pricing: Not available

Key Takeaways: Time to Invest in AI Knowledge Management

AI can more effectively understand customer queries, assign them to the right agents, save CX and ITSM time and money, and improve and enhance knowledge bases. Businesses willing to research and invest in applying this new technology can be rewarded with the many advantages AI can bring to Knowledge Management.

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