All work
Cost + capacityDIGITAL PLATFORM / SEARCHProject 02

Centralized Knowledge Discovery

A centralized discovery layer for everyday employee questions, support resolution, onboarding, and duplicate-work prevention.

Target55-70%Self-service answer rateMeasure questions completed without a direct coworker or support-team handoff.
Modeled15-25%Duplicate work avoidedEstimate reuse from found prior artifacts, templates, and resolved questions.
Target2xOnboarding discovery speedCompare time-to-find for a fixed onboarding question set before and after rollout.

The business problem

Company knowledge lived across chat, cloud drives, project management, support, and engineering tools. Employees repeated the same search in several places and still risked using an outdated answer.

The fragmented experience created duplicate work, slower onboarding, unnecessary interruptions for experienced staff, and longer support investigations.

  • Customer Support
  • Engineering
  • IT
  • People Operations
  • All Employees

How the work changes

Today

  1. 01Choose a toolGuess whether the answer lives in chat, tickets, projects, or documents.
  2. 02Repeat the searchUse different keywords in each system and open several candidate results.
  3. 03Check freshnessAsk a colleague which version or process is still current.
  4. 04Reuse or recreateProceed with the answer or unknowingly duplicate existing work.

With the system

  1. 01QuestionThe employee asks without selecting a source application.
  2. 02UnifyConnected systems are searched through one permission-aware index.
  3. 03VerifyFreshness, ownership, and relevance signals rank the result.
  4. 04DiscoverThe employee receives the answer and related organizational context.

What the system does

A single AI discovery experience retrieves the latest authorized knowledge across every connected workspace.

  • Create one search entry point across connected business tools.
  • Preserve each user's existing authorization in every result.
  • Prioritize current, authoritative sources over stale duplicates.
  • Support self-service onboarding and ticket investigation through natural language.

What this depends on

The organization has clear owners for high-value knowledge domains.

At least five core collaboration and work systems are connected in the pilot.

Onboarding and support questions can be evaluated against known good answers.

Start with clarity

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

Book a 30-minute meetingSee all 9 projects