Knowledge management & agent assist · Formerly UW Assist
UW Knowledge & Assist
UW Knowledge & Assist (formerly UW Assist) is knowledge management and real-time agent assist for contact centers: one governed knowledge platform for agents, employees and customers, authored once and served everywhere.
How do I update a customer’s billing address?
Confirm the caller’s identity, update the address on the account, then send the confirmation.
Guided troubleshooting
What is UW Knowledge & Assist?
UW Knowledge & Assist (formerly UW Assist) is knowledge management and real-time agent assist for contact centers in one product: a single governed knowledge platform for agents, employees and customers, authored once and served everywhere, with answers, suggested replies and summaries beside every conversation in the agent workspace.
Knowledge is fragmented across three audiences — agents lack real-time guidance, employees hunt through folders for HR and IT answers, and customers get no self-service beyond a static FAQ.
One governed knowledge platform, three surfaces: an in-interaction AI co-pilot for agents, a self-service help center for employees, and a brandable AI-answered portal for customers — authored once, quality-checked and versioned once, served everywhere.
Shorter handle time and faster ramp for agents; fewer internal tickets for employees; measurable deflection and self-service resolution for customers — from one knowledge investment instead of three.
One platform, three audiences.
Agents
Real-time answers, decision-tree guided troubleshooting and a knowledge graph — live in the interaction.
Employees
A WCAG 2.2 AA help center for HR, IT and onboarding, with secure, gated articles.
Customers
A brandable, AI-answered portal with usage analytics that show where content has gaps.
What UW Knowledge & Assist does.
One search, three knowledge bases
Agent, expert and customer knowledge searched together, so the answer is the same whoever asks.
Real-time agent guidance
Answers and decision-tree troubleshooting surface inside the live interaction, not in another tab.
Employee help center
A WCAG 2.2 AA help center for HR, IT and onboarding, with secure, gated articles.
Customer self-service portal
A brandable, AI-answered portal with analytics that show where content has gaps.
Author once, govern once
Content is written, quality-checked and versioned in one place and served to every surface.
Knowledge graph
Relationships between articles, products and policies that keep guidance consistent as it grows.
How UW Knowledge & Assist fits the family.
UW Knowledge & Assist is the knowledge product of the Upstream Works family. Inside Totalix™ it appears as “Assist knowledge” — agent, expert and customer knowledge bases searched as one — and as the knowledge behind AI Agent Assist. It also runs on its own for organizations that only need the knowledge layer today.
See UW Knowledge & Assist on your use case.
Questions about UW Knowledge & Assist.
Is UW Knowledge & Assist a knowledge base or agent assist?
Both: one knowledge platform and the real-time assist that serves it to agents during the conversation.
Does UW Knowledge & Assist work without Totalix?
Yes. It runs natively inside every Totalix™ edition and can run alongside the contact center platform you already have.
Who can use the knowledge?
Agents, employees and customers, from the same governed source.
What was UW Knowledge & Assist called before?
UW Assist. The product was renamed in October 2026.
Is UW Knowledge & Assist part of Totalix?
UW Knowledge & Assist is a product in its own right and the knowledge behind Totalix™’s Assist knowledge and AI Agent Assist capabilities. It can be bought with Totalix™ or on its own.
Is UW Knowledge & Assist accessible?
Yes. The employee help center is built to WCAG 2.2 AA, and the customer portal follows the same accessibility standards as the rest of the Upstream Works family.
How does UW Knowledge & Assist reduce handle time?
Agents stop searching: the answer, the troubleshooting steps and the policy appear in the interaction itself, authored once and kept current for every surface.
Request a demo
See UW Knowledge & Assist on your use case.
Tell us who you are and what you run. We’ll show you UW Knowledge & Assist — knowledge management & agent assist · Formerly UW Assist — on your use case.
- A live tenant, not a slide deck
- The engineer who knows your platform
- Or connect with one of our 50+ partners
Want your own Totalix trial tenant from 1 December 2026? Join the waitlist →
Thanks — your demo request is in.
We’ll be in touch shortly to arrange your UW Knowledge & Assist demo.
What happens next
- Your request goes straight to the Upstream Works sales lead for your region.
- We’ll contact you within one business day.
Request a demo
Our online form is having trouble right now. Please send your request by email and we’ll take it from there.
Send by email instead