Knowledge Management

Your AI is only as good as your knowledge

Chatbots, agents, and self-service tools all depend on one thing: structured, findable knowledge. Without it, AI hallucinates and customers struggle. I help teams build knowledge practices that actually work.

Start a conversation About my background
The reality

Knowledge is the bottleneck

Everyone's deploying AI. Salesforce Einstein, Zendesk bots, custom agents — the tools are everywhere. But they're all retrieval systems at heart. They find and surface knowledge. If that knowledge is messy, outdated, or missing, your AI just confidently delivers wrong answers.

The same is true for human agents. When knowledge is scattered across wikis, Slack channels, and tribal memory, every support interaction becomes a treasure hunt. Escalations go up. Resolution times go up. Customer satisfaction goes down.

And here's what matters to the business: effective self-service. Customers actually prefer helping themselves — 81% try to solve issues on their own before contacting support. When they succeed, everyone wins: customers get instant answers 24/7, and your support costs go down. When they fail, they contact support frustrated. The difference is whether your knowledge is findable, accurate, and written for their context.

KCS (Knowledge-Centered Service) solves this by making knowledge a byproduct of solving problems — not a separate project. It's not about documentation. It's about building a system where knowledge improves every time it's used.

What I help with

Practical knowledge management

KCS Implementation

Build a sustainable knowledge practice where content is captured in the workflow, not after the fact.

Knowledge Base Audit

Find out what's working, what's outdated, and what's missing. Clear priorities for improvement.

Self-Service Strategy

Design experiences that let customers help themselves. Better for them, lower cost for you.

AI Readiness

Prepare your knowledge for AI agents, chatbots, and RAG systems. Structure content so AI can actually use it.

Training & Coaching

Build internal capability. From KCS fundamentals to coaching programs that sustain themselves.

Sound familiar?

Signs your knowledge practice needs work

  • Your agents can't find answers — so they escalate instead
  • Knowledge exists but it's scattered across wikis, docs, and tribal memory
  • Customers try self-service, fail, then contact support anyway
  • You've invested in AI or chatbots but they give bad answers
  • Self-service rates are low despite having content
  • The same questions get answered over and over
What changes

When knowledge works

Higher deflection

More issues solved without a ticket

Instant answers

Customers get help when they need it

Lower support costs

Self-service at scale

Faster resolution

Agents find answers immediately

Better AI performance

Structured content AI can use

Sustainable practice

Knowledge that improves with use

Why me

30 years in the trenches

I spent my career at Symantec and Broadcom building and leading knowledge management programs. I've trained 300+ KCS coaches, guided 1,500+ publishers, and led initiatives that measurably improved support delivery. This isn't theoretical — it's what I've done.

Read my full background See selected work

Ready to fix your knowledge problem?

Let's talk about where you are and what's not working. No pitch, no jargon — just a practical conversation about what might help.

Start a conversation

The first conversation is always free.