Knowledge & guidance
UW Knowledge & Assist
Real-time agent guidance, plus customer, employee and agent knowledge bases — authored once, 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 is one governed knowledge platform serving three audiences: real-time guidance for agents during interactions, a WCAG-compliant help center for employees, and a brandable, AI-answered self-service portal for customers.
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.
Questions about UW Knowledge & Assist.
Who uses UW Knowledge & Assist?
Three audiences: agents, who get real-time guidance during an interaction; employees, who use a self-service help center for HR, IT and onboarding; and customers, who get a brandable, AI-answered portal.
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
Find out how much of your demand you can make disappear.
Tell us who you are and what you run. We’ll show you UW Knowledge & Assist — knowledge & guidance — 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
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What happens next
- Your request goes straight to the Upstream Works sales lead for your region.
- We’ll contact you within one business day.
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