AC Knowledge Management Enterprise 3.1: Smarter Than Ever with OpenAI Integration
We’re thrilled to announce the release of AC Knowledge Management Enterprise 3.1 — a major update featuring a game-changing addition: our AI-powered Answer Assistant, integrated with OpenAI.
This intelligent new feature redefines how users interact with your knowledge base, making it faster and easier to get the right answers exactly when they’re needed.
Built on powerful large language model (LLM) technology, the answer assistant seamlessly integrates into your platform to provide intelligent, real-time responses using your published knowledge articles.
Meet the AI-Powered Answer Assistant
Imagine a user lands on your help site with a question—maybe it’s a customer wondering how to update their billing info or an internal team member unsure about the company’s remote work policy. Instead of digging through pages of documentation or waiting in a support queue, they’re greeted by a smart, conversational assistant. It’s not just any chatbot. It’s your knowledge base—alive, interactive, and intelligent.
Embedded Chat Interface
With a modern chat interface embedded directly into your site or internal platform, users can now get instant answers drawn from your published knowledge articles. It feels like chatting with a knowledgeable colleague, one who always has the right page bookmarked. Whether it’s a guest visitor on your customer portal or a logged-in community member, the assistant responds in real time, delivering tailored, relevant content based on what your team has already documented.
Knowledge-Driven Responses
Behind the scenes, the assistant is powered by a large language model that knows exactly what to pull and how to say it. Ask, “How do I change my password?” and the assistant finds the exact article with step-by-step guidance. Follow up with, “What if I forgot it?”—and it continues the thread, adapting its answers as the conversation evolves. Even better, responses can include hyperlinks to related content and articles, guiding users to deeper resources or next steps without breaking the conversational flow.
Admin Control & Configuration
Admins remain firmly in control. Maybe you only want it to reference FAQs on your public site, but allow deeper access to technical docs for logged-in staff—done. You can decide who sees the assistant, when it appears, and what it says. Even its look and feel can be tailored to reflect your brand, as several properties are available in the component to adjust behavior and appearance.
Seamless Escalation to Human Support
And when the assistant reaches its limit? Users can escalate to a human agent seamlessly, with no dead ends, no starting over. They can open a support case directly within the chat, with all their prior messages preserved for context. It’s smooth, it’s efficient, and it respects your users’ time.
Feedback-Driven Quality Control
Of course, AI isn’t just about answers, it’s also about learning. After every interaction, users can rate the response and leave feedback. These ratings, along with detailed chat logs, give your team powerful insight into what’s working and where your knowledge base could improve. You’ll start to see trends: the questions being asked most often, the content that’s missing, and the points where users tend to get stuck.
Insightful Chat Logs for Admins
All conversations are stored and accessible for internal review. Use them to monitor usage trends, identify content gaps, or track frequent user pain points. For instance, if many users are asking about a topic that lacks documentation, you’ll know where to expand your knowledge base.
The Future of Support is Here
With the release of version 3.1, AC Knowledge Management Enterprise takes a bold step into the future of customer service and internal support. The AI-powered answer assistant empowers organizations to scale smarter, respond faster, and deliver more consistent and personalized support, without increasing workload.
Whether you’re a nonprofit, an enterprise, or a community-focused organization, this release brings you closer to intelligent, human-like interactions powered entirely by the knowledge you already have.
