What does it read, and how does it know an answer is out of date?

The support record you authorize for the questions, and your own records for what the answer should say. Where those records do not settle it, it says so rather than proposing a change. Which sources are in scope is what the audit establishes, and no product is assumed.

Is this the same as maintaining the internal knowledge base?

No. That workflow starts from the articles your own team relies on and asks whether each is still true inside its review interval. This one starts from the questions customers asked and asks whether a published answer exists for them and still matches your records. It touches only customer-facing content, and changes none of it without its owner.

Your help centre was accurate the day it was written

Today

Nobody finds out an answer went wrong until a customer tells you

Your help centre was accurate on the day it was written.
Customers have gone on asking the one question it never answered, and an answer that was right last year now contradicts your own records.
Nobody finds out until a customer tells you, and by then everybody who looked before them read the same wrong thing.
Going looking is nobody's scheduled job.

With agents

The questions people actually asked, held against what you actually publish

The unanswered question stops being invisible.
A wrong answer becomes a state rather than a complaint.
The owner edits rather than starts over.

How an agent runs it

Published help content goes wrong in two directions: the question nothing covers, and the answer that quietly stopped matching your records. This workflow starts from the questions people actually asked.

Collects

Takes the questions customers asked from the support record you authorize, and nothing else, on the cadence you set, so the gathering never waits for somebody to remember it.

Matches

Puts each question against the answer that already exists, and names the question no published answer covers.

Compares

Checks a published answer against what your records now say and shows the record beside it; where your records do not settle the question, it says so rather than proposing a change anyway.

Proposes

Writes the new or corrected answer with the question that prompted it attached, so the owner reads the change and the reason together.

Human gate

Nothing a customer can read changes without its named owner. It proposes; the owner publishes, edits or discards, and the workflow publishes nothing, edits nothing and retires nothing. A question your records cannot settle goes to that owner, and the review can be run by hand at any point without the agent, because the articles and the question log live in your systems rather than inside it.

Records

Keeps what was reviewed, proposed, changed or left alone and when, so an answer's age is a state on the record rather than a discovery.

Results

What changes when the loop starts from the question

The unanswered question is reported

The loop opens on the questions customers actually asked, so a missing answer is reported like any other gap.

A wrong answer becomes a state

Every published answer is checked against your own records, with the record that disagrees shown next to it.

The owner edits rather than starts over

The correction arrives drafted, carrying the question that prompted it.

Where this fits

Workflow / Automate a Workflow

Tier 1 through the Automate a Workflow door: one process end to end, from the question a customer asked to an answer its owner publishes. What is true, and every word a customer reads, stay a person's. It extends toward a customer operations role and then a customer operations back office, as a possible next step rather than a promised state; How It Works shows how the publication gate is built.

Tier 1 / Prove

How It Works

Questions, answered

No. It finds the gap and drafts the change on its own, and a named owner publishes, edits or discards. The workflow publishes nothing, edits nothing and retires nothing, the gate is closed by default, and a question your records cannot settle goes to that owner rather than being answered anyway. The articles and the question log live in your systems, so the review can be done by hand without the agent.

AI Opportunity Audit

Bring a month of questions and see how many your help centre already answers

Bring last month's questions from one support channel to the audit, and see how many of them your published help content already answers.

Book an audit