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 index finds contradictions, duplicates, and outdated content, then helps you fix it with governance and measurable outcomes.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
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Cut handle time with higher-trust articles and faster retrieval
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Improve chatbot and GenAI accuracy by cleaning the source
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.
index 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.
What we do
Scope
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Map where knowledge lives (KBs, wikis, ITSM, intranet) and who owns what
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Identify approval chains, change risk areas, and gaps in governance
Scan
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Detect duplicates, contradictions, ROT, broken links, and orphan pages
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Cluster related issues so teams fix root causes, not symptoms
Solve
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Route fixes through approvals with audit trail and accountability
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Track what changed, who approved it, and what impact it delivered
What you'll get
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A baseline knowledge health report with prioritised remediation
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Contradiction and duplication clusters linked to owners and topics
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A measurable improvement plan with before/after tracking