Structured knowledge. Accurate conversations.
Give your team instant access to the information they need, when they need it. With Puzzel’s Knowledge Management, you can organise, control, and securely share accurate content across your entire contact centre, so agents spend less time searching and more time supporting customers.

Trusted by Europe's Customer Experience leaders.



Structured content for better conversations.
Knowledge Management makes it easy to keep your knowledge base organised, consistent and up to date. Create a clear, intuitive hierarchy of categories, sections, and articles, and make it easy for your agents—and your customers—to find exactly what they're looking for.

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.
The results speak for themselves.

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.
40%
Increase in CSAT
25%
Reduction in contact centre costs
30%
Improvement in customer retention
The technologies behind Puzzel's
Conversational Analytics.

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.
Conversational Intelligence: Real success stories.
Discover how businesses across different industries are achieving greater efficiency, better call handling, and cost savings with Conversational Intelligence.
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Telmore
Saving 400+ hours a month through automated call analysis.
With 80 agents handling plenty of calls, Danish telecom provider Telmore turned to Conversational Intelligence to automate call tagging. The result? Over 400 hours saved each month, improved call quality, and more time for meaningful customer conversations. -
Lyreco
Shorter calls, smarter coaching, better outcomes.
Lyreco’s service team used Conversational Intelligence to reduce call duration by 15%, cut down manual tasks, and support continuous agent development. With clearer insights into customer interactions, coaching became more focused, and service, more efficient. -
JFM
62% boost in customer satisfaction with AI-powered insights.
JFM uses Conversational Intelligence to improve call quality and foster more empathetic conversations. By analysing language, sentiment, and tone, they’ve standardised best practices across teams, leading to a 62% increase in customer satisfaction.

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.
Frequently asked questions.
See how smarter knowledge can support your team.
Yes, I’d like to elevate my conversations with Knowledge Management.