Give Agents the Right Answer Every Time
Empower your agents and customers with Upstream Works Assist Knowledge Management — a centralized, AI-enabled knowledge base built to accelerate First Contact Resolution (FCR), slash Average Handle Time (AHT) and deliver seamless omnichannel customer experiences.
Better Accuracy & Faster Resolutions
with Assist Knowledge Management
The Upstream Works Assist Knowledge Management solution delivers accurate, contextual guidance to agents and customers across every channel. Integrated directly into the Upstream Works desktop, Assist helps organizations improve agent productivity, accelerate onboarding, reduce training time and deliver more consistent customer experiences.
Whether agents are handling voice or digital channels, Assist Knowledge provides fast access to trusted information without disrupting workflows.
Our knowledge management solutions leverage advanced Natural Language Processing (NLP), semantic Super Search and intelligent navigation to deliver immediate, highly contextual content and easy findability.
- Contextual knowledge and decision tree visualizations
- AI, NLP and super fast search capabilities
- Collaboration and built-in feedback loop
- Multilingual support across channels
- Assist Knowledge management reports and analytics
- Seamless desktop integration and real-time AI guidance
Benefits of Upstream Works Assist Knowledge Management
Upstream Works provides flexibility to organize and present the knowledge base according to the needs of users, departments and specific business requirements.
Improve agent productivity with instant access to trusted knowledge
Reduce handle time with faster resolutions and less customer effort
Accelerate speed to competency for new agents
Deliver consistent responses across teams and channels
Enable customer self-service and reduce contact volumes
Maintain knowledge governance with centralized content management
AI Agent Assist: Blending Knowledge Management & AI
Assist Knowledge can integrate directly into the Upstream Works agent workspace and the AI Agent Assist panel, providing contextual guidance to agents across channels in real time, helping them resolve interactions faster and with greater confidence.
Knowledge management and artificial intelligence work together to instantly surface exact-match templates and articles in the agent panel. With a single click, agents can quickly and easily send accurate information to customers, ensuring informed, efficient experiences.
Measure Impact & Identify Contact Center Knowledge Gaps
Assist Knowledge provides a rich analytics layer that connects contact center knowledge management usage to business outcomes. Identify which articles drive resolution, where agents search unsuccessfully and where knowledge coverage needs to expand.
- Real-time dashboards and article statistics
- Search effectiveness and feedback statistics
- Knowledge gap identification and opportunity flagging
- Comprehensive filtering and drill-downs
Upstream Works Assist Knowledge Management helps organizations deliver consistent knowledge experiences at scale.
Self-Service That Deflects Volume Before it Reaches the Queue
Customer Assist Knowledge provides an intuitive self-service knowledge portal that helps customers quickly find answers to common questions, reducing the need to contact an agent.
The external-facing knowledge portal embeds on an organization's website — enabling customers to self-serve with frequently asked questions (FAQs). Reduce low-value inbound volume while freeing agents to handle complex, high-impact interactions.
Request a Demo
Frequently Asked Questions (FAQs)
About Assist Knowledge Management
What is Upstream Works Assist Knowledge Management?
Upstream Works Assist Knowledge Management is an enterprise-ready, AI-enabled knowledge management solution designed specifically for mid-market and enterprise contact centers. It centralizes organizational data, leverages NLP for advanced content findability, and delivers real-time contextual guidance to both human agents and external customer self-service portals.
How does Upstream Works integrate AI into agent workflows?
Through real-time AI Agent Assist capabilities, the platform analyzes live customer conversations for intent, sentiment and context. Knowledge management and artificial intelligence automatically surface the most relevant articles and templates directly in the agent workspace, drastically reducing search time and training overhead.
How do knowledge management solutions improve agent productivity?
Contact center knowledge management reduces the time agents spend searching for information. By providing fast access to relevant content, organizations can improve handle times, increase First Contact Resolution (FCR) and reduce training requirements.
Can knowledge management support customer self-service?
Yes. Upstream Works Customer Assist knowledge allows organizations to publish approved knowledge content through a self-service portal, enabling customers to find answers independently and reducing contact center volumes.
What types of contact centers use Upstream Works Assist?
Upstream Works Assist is designed for mid-market and enterprise contact centers across industries, including travel, hospitality, financial services, healthcare, government, utilities and retail.
Deliver the Right Answer Across Every Interaction
Explore AI-enabled knowledge solutions built to reduce average handle times, accelerate agent speed to competency, and deliver consistent customer experiences.