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Cost + capacityENTERPRISE SOFTWARE / KNOWLEDGEProject 01

Enterprise Knowledge & Support Search

A unified enterprise knowledge system that helps support, sales, and new employees find authorized context without knowing where it is stored.

Target75-88%Enterprise search success rateMeasure successful sessions that end with an accepted answer or opened source.
Target+8-12ppFirst-contact resolution improvementCompare assisted and unassisted support cohorts over the same ticket categories.
Target60-75%Active employee adoptionTrack monthly active users across eligible knowledge workers after rollout.

The business problem

Rapid growth left important knowledge spread across chat, CRM, documentation, support, and internal systems. Employees needed to know which application held the answer before they could begin searching.

Support engineers spent the early part of each investigation rebuilding context instead of resolving the issue. Sales teams reconstructed earlier deal cycles manually, while new hires depended on experienced colleagues to locate basic organizational knowledge.

  • Technical Support
  • Customer Success
  • Sales Engineering
  • Account Executives
  • New Hires

How the work changes

Today

  1. 01Read the requestUnderstand the ticket, account, or internal question.
  2. 02Search each systemRepeat the query across chat, docs, CRM, help articles, and prior tickets.
  3. 03Compare contextManually decide which result is current, relevant, and authorized.
  4. 04Prepare the answerAssemble evidence before the actual work can begin.

With the system

  1. 01AskAn employee describes the issue or information need.
  2. 02RetrieveAI searches connected enterprise systems within the user's permissions.
  3. 03RankRelevant and current evidence is prioritized across sources.
  4. 04AnswerThe employee receives grounded context and source links.

What the system does

A permission-aware AI search layer brings tickets, conversations, documentation, and account context into one answer.

  • Connect workplace sources through permission-aware indexing.
  • Accept natural-language questions without requiring application-specific keywords.
  • Rank authorized evidence and return a source-linked answer.
  • Surface related tickets, conversations, account history, and documentation together.

What this depends on

Twenty or more searchable business systems are available for connection.

Permission metadata is reliable enough to enforce source-level access.

Support and knowledge teams maintain an agreed content-freshness process.

Start with clarity

If the business case isn’t there, we’ll tell you before you build.

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