About Knowledge Intelligence

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Knowledge Intelligence is an AI-powered feature in the eGain AI Knowledge Hub that continuously analyzes your knowledge base to detect quality issues and help you maintain accurate, consistent, and compliant content. It uses configured prompts and AI analysis to scan articles and surface findings grouped by insight type. Users can review findings on the dashboard, take action on individual articles, and track resolution over time.

Key Capabilities

Compliance and regulatory checks identify legal obligations, procedural risks, and policy gaps in your content.
Content consistency analysis detects duplicate articles and conflicting information across your knowledge base.
Readability and style analysis evaluates reading difficulty, writing quality, and adherence to editorial guidelines.
Custom insight support allows you to define your own checks using prompts from the Prompt Library.
Scheduled and on-demand runs automate recurring analysis or trigger a run at any time.
The actionable dashboard surfaces findings with article-level context and resolution tools built in.

Job Types

When you create a Knowledge Intelligence job, you select one of two job types:

Knowledge Insights

Knowledge Insights jobs use AI-powered prompts to analyze article content against selected insights. Each insight targets a specific quality dimension, such as brand consistency, readability, acronym usage, or compliance obligations. You select which insights to include when configuring the job.

Duplicates and Conflicts

Duplicates and Conflicts jobs identify articles that contain the same or closely overlapping content (duplicates) and articles that contradict each other on key points (conflicts). These jobs use cross-scope comparison and a configurable similarity threshold to surface article pairs that need review or consolidation.

Navigating to Knowledge Intelligence