Knowledge Base Platform

A knowledge base software is a centralized hub to store, organize, and share information with customers, employees, or partners. Think how-tos, FAQs, and troubleshooting guides — all in one place. It helps deliver faster answers, reduces repetitive tickets, and keeps information consistent across every touchpoint, making it easier for everyone to solve problems without unnecessary back and forth.

Knowledge base software comes with features that make creating, managing, and sharing information easy and efficient. Common capabilities include: 

• Article creation tools to draft, edit, and format content 
• Search functionality so users can quickly find what they need 
• Categorization and tagging for better organization 
• Version control to track updates and maintain accuracy 
• Access controls to manage who can view or edit content 
• Analytics to understand usage and identify content gaps 

Sprinklr’s Knowledge Base software brings all these capabilities together, keeping your knowledge accurate, relevant, and easy to navigate for both customers and internal teams.

Using a knowledge base platform at scale helps businesses deliver consistent, high-quality support across teams, locations, and languages. It enables: 

• Faster resolutions by making information instantly accessible 
• Reduced support volume as customers can resolve common queries by themselves 
• Consistent messaging across every touchpoint 
• Lower training time for new employees with ready-to-use resources 
• Smarter decisions through analytics on content performance and gaps 

By centralizing knowledge, businesses can maintain accuracy, adapt content quickly, and provide seamless support — whether serving a global customer base or managing large internal teams.

Leading brands use knowledge base platforms to shift more queries to self-service, significantly reducing the demand for live agent support, which is one of the most significant drivers of service costs. They create clear and searchable articles, allowing customers to find answers instantly. To prevent repeated requests, they keep the content updated and use analytics to identify and address knowledge gaps before they result in support tickets.  

Agents gain quick-reference resources to handle more queries in less time, lowering average handle time and labor expenses. By making accurate information accessible to customers and teams alike, brands cut repetitive inquiries, shorten resolution times, and reduce overall support costs without compromising the quality of customer experience.

Knowledge base software is evolving fast, with AI and automation leading the way. Some key trends shaping knowledge base software include:

• AI-generated content to speed up article creation and updates  
• Personalized knowledge delivery based on user behavior and past interactions  
• Multilingual capabilities to support global audiences at scale  
• Integration with conversational AI platforms and virtual agents for contextual responses
• Advanced analytics to predict content needs and close gaps proactively.  

These trends are making knowledge bases smarter, more proactive, and more aligned with the way customers search for and consume information today.

When evaluating a knowledge base platform for large, distributed service teams, look for features that ensure scalability, consistency, and ease of management. Key factors include:

• Centralized content management with categories and version control 
• Role-based permissions to manage access across teams and regions 
• Multilingual support to serve global audiences 
• Collaboration tools for content creation and approvals 
• Analytics to measure usage and identify gaps 

A good platform should make it simple to keep knowledge accurate, accessible, and aligned across every location, language, and support channel.

Yes, Sprinklr’s AI-powered Knowledge Base software is designed to serve both customers and agents from a single, unified source. Customers can access articles, FAQs and guides anytime through self-service portals or AI-powered assistants, getting instant, accurate answers.

Agents benefit from the same trusted knowledge surfaced directly in their workspace to craft quick, brand-aligned responses. By making knowledge instantly accessible across every touchpoint, Sprinklr helps ensure faster resolutions, consistent messaging, and a seamless experience for everyone.

Sprinklr AI uses your knowledge base as a trusted source to suggest the most relevant articles to agents in real time during live customer interactions. It can:

• Analyze conversation context to match inquiries with the right articles instantly  
• Generate brand-aligned responses based on approved knowledge content  
• Surface related resources to handle follow-up questions efficiently  
• Adapt suggestions dynamically as the conversation evolves  
• Reduce handle time by eliminating the need for manual searches.

This ensures agents always have the right information at the right moment, boosting resolution speed, accuracy, and confidence.

Sprinklr’s AI-native Knowledge Base is designed to meet the demands of enterprise customer experience (CX) in terms of scale, complexity, and speed. Here are its key advantages:

• Unified platform: It combines customer-facing and agent-facing knowledge, ensuring consistent answers across all channels. 
• Continuous optimization: Sprinklr AI continually improves content to keep it accurate, relevant, and up to date.   
• Global readiness: The software supports multilingual localization, tiered approvals, and dynamic content updates, making management easy across different markets.
• Actionable insights: It provides analytics and gap analysis to enhance resource management proactively.
• Business impact: Sprinklr’s Knowledge Base leads to faster resolutions, lower support costs, and a seamless experience at every touchpoint.

Yes. Sprinklr’s AI-powered Knowledge Base is part of the Unified-CXM platform that connects every customer touchpoint. It works alongside AI agents, live chat software, case management, and other CX tools to deliver consistent, accurate information everywhere — whether a customer is using self-serve, chatting with a bot, or speaking to an agent.

By serving as a single source of truth, it helps eliminate silos, streamline workflows, and keep the customer experience seamless from start to finish. This integration makes it easier for enterprises to scale support while maintaining quality and brand consistency.