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Easy to organise, fully compliant.
Managing content in a busy contact centre doesn’t have to be chaotic. Knowledge Management lets you precisely control who creates, edits, reviews, or publishes content through clearly defined roles and granular permissions. Tailor content access by audience, team, or language, ensuring users only see the information relevant to them. And with GDPR-compliant hosting within the UK/EU, your knowledge stays secure and meets regional data governance requirements.
Smarter search, powered by AI.
Finding answers shouldn’t feel like searching for a needle in a haystack. Puzzel’s in-house semantic search engine understands natural language queries, so users get accurate, relevant results, even if they don’t know the exact keywords. If the search lacks context, it intelligently falls back on traditional keyword matching, so users still get a meaningful answer.
Real-time support for your agents.
Support happens in real time, and your knowledge should too. Knowledge Management integrates directly into the agent desktop, proactively delivering relevant content without breaking their workflow. And with built-in dashboards, you can track article usage, uncover gaps, and continually refine your knowledge base, ensuring your agents stay informed, confident, and effective during every interaction.
Create and organise content, your way.
Design content that’s clear, flexible and ready to scale, without relying on developers or clunky tools. With our intuitive editor, anyone can create polished, structured content, from campaign material to evergreen policies. Updates are effortless too, embed content blocks, contact info or full articles across your library, and they’ll update everywhere, automatically. Tailor visibility by team, region or audience type, so the same article can adapt to agents, public users or VIPs, all from one centrally managed, version-controlled place.
One knowledge base. Many use cases.
Knowledge Management is built into every part of your Puzzel contact centre, from web chat and agent assist to your AI-powered tools. You can also configure content for different audiences. Show specific articles to internal staff, hide others from public view, and tailor visibility by customer type, language or team.
Natural Language Processing (NLP)
Uncover insights effortlessly.
Puzzel Conversational Analytics uses NLP to unlock the full value of every conversation. Through machine learning techniques like classification and sentiment analysis, NLP interprets data from the ASR engine, delivering actionable insights that enhance call handling and service quality.
Automated Speech Recognition (ASR)
Turn speech into text.
Puzzel’s proprietary ASR technology turns spoken language into accurate, readable text. This essential technology powers a suite of tools that extract insights from every conversation, driving smarter decision-making and more efficient call handling.
Generative AI
AI-powered insights.
Generative AI quickly summarises customer conversations, highlighting key trends, issues, and opportunities. By automatically identifying areas for improvement, it empowers agents to optimise interactions, boost performance, and drive both customer satisfaction and operational efficiency.
Get more value with Puzzel’s complete Ecosystem.
Puzzel Conversational Intelligence is part of the Puzzel CX ecosystem—an all-in-one solution designed to optimise every aspect of your contact centre. From AI-powered analytics to seamless omnichannel support, Puzzel empowers your team to elevate customer experiences and drive operational efficiency.
See how smarter knowledge can support your team.
Yes, I’d like to elevate my conversations with Knowledge Management.
