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AI-Powered Knowledge Management

Knowledge management

Elevate experiences with AI-powered knowledge.

Empower consumers and agents with fast, accurate answers – powered by GenAI.

Deliver lightning-fast, accurate answers to consumers and agents with knowledge at their fingertips – powered by GenAI.

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Knowledge, accelerated.

Deliver effortless CX

Put answers at consumers’ fingertips – no effort required.

Boost agent performance

Empower agents with real-time knowledge that keeps support moving.

Give agents an AI edge

Improve agent efficiency with AI-recommended responses and contextual insights.

Fuel knowledge

Surface trusted knowledge where consumers search first.

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AI-Knowledge, Smarter CX.

Learn how Expert helps Waters Corp use AI to simplify support, boost efficiency, and empower their agents.

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AI-powered self-service that works

Reach customers wherever they are with intelligent AI search and real-time knowledge creation, ensuring faster resolutions. See how.

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Watch AI in action.

The tech behind Hyatt's touch.

Discover how Hyatt Hotels revolutionizes guest experiences with Expert. David Mayer shares insights on their exceptional customer service.

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Answers at the speed of now.

CXone Mpower Expert is AI-powered knowledge management that puts instant, accurate answers at everyone’s fingertips—guiding customers to fast resolutions and equipping agents to solve issues confidently and efficiently.

AI-enhanced search

GenSearch ensures intelligent, context-driven results, reducing search friction.

Intelligent content creation

Create, organize, and publish AI-curated knowledge instantly across all customer touchpoints.

Unified knowledge

Centralized, AI-optimized knowledge management for seamless customer experiences.

Enterprise AI scalability

Expert’s scalability ensures your knowledge management grows seamlessly with your business.

“We are driving people back into our knowledge resources, and they are paying off in spades. Expert is easy to use and easy to implement. It has enabled us to keep our staff and our headcount low, so we can improve our overhead numbers, margins, and profitability while increasing the satisfaction of our partners and customers.”

David Szoke
Senior Manager of Technical Support, Proofpoint

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If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

CXone Mpower Expert FAQs

Expert eliminates the chaos of scattered, outdated knowledge by centralizing content, powering fast and accurate AI search, and ensuring consistent answers across all channels. It streamlines agent workflows, improves self-service, and provides insights to continuously optimize knowledge.

Key challenges it solves:

Hard-to-find or inconsistent information across systems and teams
Time-consuming searches and long agent ramp-up times
Outdated or unmanaged content
Inconsistent customer experiences across channels
Lack of visibility into content performance and knowledge gaps

Expert stands out with its deep integration of AI, robust content governance, and omnichannel reach—purpose-built to power effortless knowledge discovery at scale, including self-service search discovery.

What sets it apart:

Generative AI search that delivers precise, conversational answers, not just links
Omnichannel delivery, ensuring consistent knowledge across voice, chat, and digital self-service
Self-service search discovery, empowering customers to independently find accurate answers
Built-in content lifecycle management, with ownership, review workflows, and version control
Seamless integration with third-party systems for a unified customer and agent experience
Role-based experiences, tailoring knowledge access and presentation for agents, customers, and content managers
Actionable insights into knowledge usage, gaps, and effectiveness to drive continuous improvement

Yes! Expert powers consistent, conversational answers across self-service channels like chatbots, help centers, and even search engines—so customers can get the right information instantly, often without ever needing to contact support or speak with an agent.

Expert gives agents fast, AI-powered access to accurate answers, reducing search time and improving handle times. With guided knowledge and in-context suggestions, agents can focus more on solving issues than finding information.

Very. It includes intuitive tools for authoring, reviewing, and publishing content, plus built-in workflows, ownership tracking, and analytics that help teams keep knowledge fresh and effective.