CQI is a knowledge management platform that continuously analyzes customer interactions to detect gaps and conflicts across support channels. It uses multi-agent AI to suggest knowledge base updates, which human teams review and approve before publishing. The system integrates with existing knowledge sources like help centers, chatbots, and SharePoint to reduce repeat contacts and ensure consistent answers.
Funding
Funding not disclosed
Founders
Product
Problem
Customer service teams struggle with knowledge drift, where information becomes outdated or inconsistent across channels. Agents abandon knowledge bases when articles lack complete answers, and conflicting information between chatbots and help centers erodes customer trust. These issues remain invisible to standard dashboards yet drive costly repeat contacts and operational inefficiencies.
Solution
CQI provides a continuous learning platform that monitors customer interactions across voice, chat, email, and ticket notes to identify knowledge gaps and conflicts. The system groups incoming questions into contact reasons, maps them to the knowledge sources used to answer them, and flags what is missing, outdated, or inconsistent. CQI's multi-agent architecture works in parallel to analyze, detect, suggest, and draft knowledge updates, with every proposed change requiring human approval before publication. This human-in-the-loop approach ensures governance stays with the team while the platform drives targeted fixes that keep answers accurate across all channels.
Target Audience
Primary users are service and CX teams, particularly Service Leads, Knowledge Managers, Authors, and Bot Owners who need to reduce repeat contacts and ensure consistent answers across support channels.
Features
- Multi-agent AI system that analyzes customer interactions and detects knowledge gaps and conflicts in parallel
- Continuous learning from real customer conversations to refine answers and identify recurring question themes
- Human-approved workflow where all suggested changes require team review and editing before publishing
- Integration with existing knowledge sources including knowledge bases, SharePoint repositories, website help centers, and chatbot knowledge stores
- Channel-agnostic analysis covering voice transcripts, chat, email, and ticket notes
- Access control, least privilege, and enterprise security features with support for anonymized or redacted data during pilots