Univerx AI
Univerx Knowledge
One knowledge base for employees, AI agents and self-service. With semantic search that understands what is meant, and generated answers that rest on your sources and name them.
Building blocks
Univerx Knowledge in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
One source
The same knowledge for employees, AI agents, self-service and your website, maintained in one place.
Semantic search
Finds articles by meaning, not just by keyword, even when phrased differently.
Grounded answers
Generated answers rest on your articles and name the source.
Editing & approval
Drafts, review, approval and expiry dates, so nothing outdated is served.
Spot the gaps
Questions without a fitting answer become visible and turn into topics for new articles.
#One knowledge for everyone who answers
Many organisations have several truths: the intranet for employees, the FAQ on the website, the chatbot's answers, the team's notes. They contradict each other, go out of date at different speeds and are maintained by different people.
Univerx Knowledge replaces that with one source. Employees, AI agents, self-service and the website draw on the same articles. When a rule changes, it changes everywhere.
#Search that understands what is meant
Customers and employees rarely phrase things the way an article's author did. "I have moved", "change address" and "new address" mean the same. Semantic search recognises that and finds the right article even when no keyword matches.
Univerx Assist uses this search during the conversation. The right article appears while the customer is still talking.
#Answers with evidence
Generative AI writes fluent answers. To make them correct as well, Univerx grounds them in your articles. The method is called grounding. Every answer names the source it came from, so employees and customers can check.
If no suitable source exists, "I have no confirmed information on that" is a better answer than an invented one. That is how you counter the risk of hallucination. The article Grounded answers goes deeper.
#Editing instead of sprawl
Knowledge goes stale. That is why every article has an owner, an approval status and an expiry date. When it expires, the article is put up for review instead of quietly continuing to be served.
| Step | Who | What happens |
|---|---|---|
| Draft | Subject author | Create or change an article |
| Review | Subject owner | Check content and wording |
| Approval | Editors | Publish for people, bots and self-service |
| Expiry | Automatic | Put up for review again |
#Closing the gaps
The best pointers to missing knowledge come from conversations. Questions for which neither agent nor employee found an answer are recorded. Conversation analytics also shows which topics are rising. Both become the editors' to-do list.
Univerx AI
AI that resolves requests and backs up people.
AI agents resolve routine requests on the phone and in chat, Univerx Assist supports employees live, Agent Studio governs it all. Plus routing, conversation analytics and knowledge; governance is part of the product.
AI Agents
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
- AI Act
- DSGVO
Univerx Assist
AI assistance in the conversation: suggested replies, relevant knowledge, next steps and automatic summaries for agents. For team leads, an overview of topics and coaching needs.
- AI Act
- DSGVO
Agent Studio
The workbench for AI agents and prompts: build without code, test with real examples, approve through roles and version every change. Built once, usable in every channel.
- AI Act
- DSGVO
Conversation Analytics
Transcripts, topics, sentiment, compliance cues and root causes from calls and messages. So you see why customers get in touch, not just how often. Configurable for co-determination.
- AI Act
- DSGVO
- EU
Voicebots
AI agents on the phone: they understand natural speech, clarify the request, act in connected systems and hand over to people with context. Disclosed as AI, available around the clock.
- AI Act
- DSGVO
Predictive Routing
Every contact goes to the person most likely to achieve the best result for the chosen KPI. The model learns from past contacts; you choose the goal and keep the rules.
- AI Act
- DSGVO
Agentic AI
AI agents that complete multi-step tasks across connected systems: look up, change, book, trigger a process. Several specialised agents, coordinated by an orchestrator, bound by guardrails and approvals.
- AI Act
- DSGVO
Natural AI voices with ElevenLabs
Studio-quality voices in many languages and accents, fast enough for live dialogue. For voicebots, announcements, notifications and read-aloud. With ElevenLabs as technology partner, always disclosed as AI.
- AI Act
- DSGVO
- BFSG
Real-time translation
Chat, messaging, email and calls in the customer's language, while agents work in their own. Translated both ways in real time, with a glossary for specialist terms and a transcript in both languages.
- DSGVO
- AI Act
Supervisor copilot
AI summarises what is happening in the queues: topics, emerging issues, sentiment trends, compliance risks. It suggests actions, writes the shift summary and answers questions in natural language. Without individual surveillance.
- AI Act
- DSGVO
Authentication & fraud protection
Verify identity at the start of the contact: by app confirmation, one-time code, knowledge question or, with consent, voice traits. The status holds for IVR, bot and agent, and anomalies are flagged.
- DSGVO
- eIDAS
- AI Act
Frequently asked questions
Can we bring existing content?
Yes. Existing articles, FAQs and documents can be brought over; we settle the approach during onboarding. It often pays to tidy up along the way: merge duplicates, retire what is outdated.
What happens when the knowledge base has no answer?
Then the agent should say so instead of guessing. The question is recorded as a gap so the editors can add an article.
Who maintains the knowledge?
An editorial team of specialists, supported by suggestions from conversation analytics. Roles govern who writes, reviews and approves.
Related
Use casesSelf-service around the clock
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
IndustriesPublic sector
The complete platform for citizen service: every channel in one queue, public service numbers and hotlines with AI agents, appointment booking, video, secure messaging and translation. Plus the digital citizen office for a visit to the authority in one session. Designed for social data protection and accessibility.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
IndustriesHealthcare
Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.
Guides2 November 2026 · 11 min readKnowledge management for customer service
Building one knowledge base for people, bots and self-service: what belongs in it, how articles are structured and written, how grounded answers come about, who maintains and approves, and how to tell whether the knowledge holds up.
GlossaryKnowledge management
Knowledge management in customer service means one maintained knowledge base from which agents, AI agents and self-service draw the same answers. What decides is not the tool but the upkeep.
GlossaryGrounding (RAG)
Grounding ties AI answers to verified sources. The common method is retrieval-augmented generation (RAG): first find the relevant content, then answer only from it and name the source.
GlossaryHallucination
A hallucination is an AI answer that sounds convincing but is wrong or invented. It follows from how language models work and can be limited, but never ruled out completely.
GlossaryGenerative AI
Generative AI produces new content, in customer service mostly text: summaries, draft replies, translations. It is fast and fluent, but it only knows your facts if you give them to it.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.