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Image by Pawel Czerwinski

Use Case: Telco & Media

Making every answer consistent across channels

Telco and media knowledge changes constantly. When policy, pricing, and troubleshooting guidance drift, customers recontact and agents lose time. index AI finds contradictions, duplicates, and outdated content, then helps you fix it with governance and measurable outcomes.

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  • Reduce recontacts caused by conflicting guidance

  • Cut handle time with higher-trust articles and faster retrieval

  • Improve chatbot and GenAI accuracy by cleaning the source

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WHY IT MATTERS

Customers don’t care which system holds the “right” answer. They experience the outcome: inconsistent advice, repeated calls, and slow resolution. Internally, this shows up as low trust in the knowledge base and a constant cycle of escalations.

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index AI helps you turn knowledge into a reliable operating layer. We give you evidence of what’s broken, a prioritised plan to fix it, and governance workflows to keep it clean as the business changes.

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WHAT WE DO

Scope

  • Map where knowledge lives (KBs, wikis, ITSM, intranet) and who owns what

  • Identify approval chains, change risk areas, and gaps in governance

Scan

  • Detect duplicates, contradictions, ROT, broken links, and orphan pages

  • Cluster related issues so teams fix root causes, not symptoms

Solve

  • Route fixes through approvals with audit trail and accountability

  • Track what changed, who approved it, and what impact it delivered

Shift

  • Reorganise content, consolidate sources, migrate safely

  • Preserve redirects and history so users don’t hit dead ends

 
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WHAT YOU’LL GET

  • A baseline knowledge health report with prioritised remediation

  • Contradiction and duplication clusters linked to owners and topics

  • A measurable improvement plan with before/after tracking

 
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FAQs

How is this different from search tuning?
Search tuning helps people find content, but it doesn’t fix wrong or conflicting content. We improve the content itself and the governance behind it.

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Will this disrupt our current KB tools?
No. We work with what you already use and focus on improving quality, ownership, and change control.

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Can you support chatbot and GenAI initiatives?
Yes. Better knowledge quality and provenance improves answer safety, consistency, and trust.

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What’s a typical first step?
A short discovery and scan to establish a baseline and identify the highest-impact fixes.

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How do you prove impact?
We track baselines and improvements over time, including quality metrics and operational outcomes you care about.

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