Expert Answers: Turn everyday support conversations into compounding knowledge

Every large company knows the answers to most customer questions. The problem is that this knowledge is scattered across help centers, call transcripts, chat logs, and the heads of experienced care representatives. It resolves one issue at a time, and then disappears. As a result, AI agents fumble edge cases, leaving support teams to pick up the slack.

Expert Answers changes that.

From one-off resolutions to shared knowledge

When an AI agent hits a knowledge gap, the conversation is handed to a care representative. The issue gets resolved but the agent learns nothing — unless someone manually writes a new help center article.

Expert Answers automatically closes that loop. It turns resolutions into grounded, reviewable knowledge that feeds directly back into the AI agent. Each draft can be approved before publication, ensuring accuracy and control without adding operational burden.

The result: every resolved edge case strengthens the agent for the future.

How Expert Answers works

Expert Answers creates a continuous learning cycle between the care team and AI agent. It:

• Identifies where the agent needed human help
• Learns from patterns across how similar issues were resolved
• Generates a draft knowledge article from that resolution, which care teams can review instead of writing from scratch
• Enables the agent to handle these questions more accurately and consistently in future

In addition to improving AI agent performance, Expert Answers also works with Live Assist to ensure that knowledge is also shared across the customer support team — enabling every care representative to perform at the level of the best.

Real-world impact across industries

Organizations are already using Expert Answers to improve their resolution rates, reduce the burden on their care teams, and deliver better customer experiences.

Staying ahead of fast-changing questions

A premium retailer with a pronounced peak holiday season saw customer questions shift rapidly as their websites and promotions changed. While answers were often straightforward, the pace of change made manual help-center updates impractical.

Expert Answers observed how the care team handled these questions and automatically drafted new knowledge for the agent. Using Knowledge Performance, the team saw one of those articles quickly become a top-five most-referenced source — capturing insight that might never otherwise have been documented.

Resolving more issues without escalation

A digital health company wanted its agent to handle more questions end-to-end but lacked the resources to continuously author new content.

They published new articles generated by Expert Answers using real care team conversations and tested the approach on a subset of traffic. Resolution rates increased 4% with no additional work from the care team, prompting a full rollout.

Keeping help centers aligned with real customer needs

A large retailer used Expert Answers not just to improve its agent, but to keep its customer-facing help center current. As new and unexpected questions emerged, Expert Answers drafted content that could be reviewed and published more broadly — so customers found answers to the questions they were actually asking, not just the ones already documented.

When AI learns from AI

Agents are only as good as the knowledge behind them. Expert Answers ensures that the work care representatives do to resolve customer questions doesn’t disappear — it compounds not just with the AI agent but across the entire support team. Over time, conversations become knowledge, and knowledge becomes better experiences for both customers and the teams supporting them.