Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.Watch the demoContact Sales
Frequently Asked Questions
Knowledge management
Answers that find you when you need them
Create an intuitive world where the right information appears exactly when needed, helping customers and agents find solutions instantly.
Expert eliminates the chaos of scattered, outdated knowledge by centralizing content, powering fast and accurate AI search, and ensuring consistent answers across all channels. It streamlines agent workflows, improves self-service, and provides insights to continuously optimize knowledge.
Key challenges it solves:
Expert stands out with its deep integration of AI, robust content governance, and omnichannel reach—purpose-built to power effortless knowledge discovery at scale, including self-service search discovery.
What sets it apart:
Yes! Expert powers consistent, conversational answers across self-service channels like chatbots, help centers, and even search engines—so customers can get the right information instantly, often without ever needing to contact support or speak with an agent.
Expert gives agents fast, AI-powered access to accurate answers, reducing search time and improving handle times. With guided knowledge and in-context suggestions, agents can focus more on solving issues than finding information.
We’ve made knowledge management refreshingly simple:
Content creators enjoy intuitive tools for writing, reviewing, and publishing content. Built-in workflows handle ownership tracking, approval processes, and version control without adding complexity.
Most importantly, clear analytics show exactly what content is working, what needs updating, and where knowledge gaps exist — so your team can focus efforts where they matter most.
The result is a living centralized knowledge base that continuously improves without requiring constant maintenance.
Answers in an instant
Your customers find answers immediately —
no searching, waiting, or explaining required.
Agents shine brighter
Your team finds exactly what they need
when they need it — keeping conversations
flowing smoothly.
Intelligence that helps
Resolve issues faster with instant answers, less effort.
Be where customers look first
Meet customers with trusted answers
in search engines before they even
visit your website.
Hard-to-find or inconsistent information across systems and teams
Time-consuming searches and long agent ramp-up times
Outdated or unmanaged content
Inconsistent customer experiences across channels
Lack of visibility into content performance and knowledge gaps
Generative AI search that delivers precise, conversational answers, not just links
Omnichannel delivery, ensuring consistent knowledge across voice, chat, and digital self-service
Self-service search discovery, empowering customers to independently find accurate answers
Built-in content lifecycle management, with ownership, review workflows, and version control
Seamless integration with third-party systems for a unified customer and agent experience
Role-based experiences, tailoring knowledge access and presentation for agents, customers, and content managers
Actionable insights into knowledge usage, gaps, and effectiveness to drive continuous improvement
