AI-based Knowledge Management System: Overview, Tools, & Key Features

B2B SaaS content strategist specializing in conversion-focused articles that rank and resonate.

Usama Khan

Traditional knowledge management systems are slow and outdated. They can also require a lot of manual work, making it tough for businesses to retrieve quick and accurate information. 

That’s why businesses are shifting to AI-based knowledge management systems.

This article breaks down the key features of AI-powered knowledge management systems and highlights some of the top tools available today. You’ll also learn how to choose the right system for your business needs.

What Is an AI-Based KMS?

An AI-based knowledge management system (KMS) helps your businesses store, organize, and retrieve information across all departments using artificial intelligence. 

Unlike traditional systems that rely on manual tagging and keyword searches, AI understands the intent behind a query, processes large amounts of data, and delivers precise answers instantly.

Here’s how AI improves each step:

• Capturing Knowledge: AI collects information from documents, emails, and internal chats and adds it to a central system. This prevents critical details from being buried in long email threads, lost in outdated files, or scattered across multiple platforms.
• Organizing Knowledge: It categorizes content based on meaning, not just keywords, so employees can find related information even if they don’t know the exact terms.
• Retrieving Knowledge: The AI-powered search understands vague queries, typos, and natural language, so employees don’t waste time guessing the right phrasing.
• Sharing Knowledge: It keeps information up to date and accessible to the right teams, reducing the risk of employees using outdated or conflicting details.

Key Features of AI-Based Knowledge Management Systems

Let’s look at the key features of an AI-based knowledge management system:

AI-Powered Search

Finding information in a company’s knowledge base can be frustrating when employees don’t know the exact keywords to use. AI-powered search addresses this concern by combining natural language processing (NLP) and vector-based search methods.

NLP helps the AI recognize full questions, correct typos, and identify intent. Vector-based search looks at how words relate to each other, so it can find the right answer even if the search terms don’t exactly match the stored information.

For example, if a call center agent searches for “customer wants money back,” a traditional system might not return useful results. But with AI-powered search, an AI-based KMS recognizes that this means “refund” and instantly retrieves the latest policy.

This feature helps employees across departments get quick and accurate answers without wasting time on multiple searches.

livepro’s Lightspeed Search combines these NLP and vector search methods to deliver fast and precise results in real time.

AI-Assisted Content Authoring

In an enterprise, every team documents processes, policies, and troubleshooting steps differently. Technical teams might use complex terms, while customer support focuses on quick, simple responses. This makes it hard for employees in different roles to understand and use the information correctly.

AI-assisted content authoring helps by improving drafts in real-time. It reviews what employees write, suggests clearer wording, shortens long explanations, and adjusts the tone to fit the audience. This makes every article structured, easy to read, and useful for different teams.

For example, if an IT team writes a cybersecurity policy, AI can simplify technical terms so that HR can share it with employees to follow similar security protocols. Similarly, if a support agent drafts a troubleshooting guide, AI can organize the steps clearly so new agents can follow them without confusion.

livepro offers built-in AI authoring tools that help teams create accurate, consistent content without needing writing expertise.

Smart Knowledge Summaries

Finding the right information in a company’s knowledge base can take time, especially when employees need quick answers. The smart knowledge summary feature helps such employees by providing instant, accurate responses based on verified company content.

With the help of Gen AI, the knowledge management system scans up-to-date company documents, picks out the key details, and delivers a clear, natural-language summary. It also includes a link to the original source so employees can check the full details when needed. 

For example, if a call center agent searches for “refund policy for damaged orders,” the AI retrieves the latest policy from the company’s official database, summarizes the key terms, and provides a link to the full document. 

This speeds up work across departments by providing employees with precise answers without delays. 

livepro’s AI Overview feature supports this by generating concise, traceable answers directly from approved content.

Document Ingestion and Auto-Structuring

Managing company policies and procedures can get messy when documents are spread across different formats. This can also affect customer services when employees need quick answers, but searching through PDFs and Word files slows them down.

AI-powered document ingestion and structuring fix this by turning unorganized files into easy-to-read, searchable knowledge articles. The AI scans uploaded documents, picks out key topics, and arranges the information neatly. It also removes unnecessary formatting so employees can find what they need without scrolling through endless pages.

For example, if a company uploads a 50-page HR policy document, the AI breaks it down into sections like “Leave Policies,” “Employee Benefits,” and “Expense Reimbursement.” 

This way, employees get straight to the right information, whether they’re new hires or long-time staff looking for updated policies.

livepro’s Source Documents and LightspeedAI make internal documentation instantly usable without manual rewriting.

AI-Powered Knowledge Analytics

Keeping a company’s knowledge base useful means knowing what employees search for and whether they find the right answers. AI-powered knowledge analytics help managers track what employees across different teams search for, which documents they access, and what they struggle to find.

With the help of this feature, an AI-based KMS also helps managers identify key policies or guides that are missing. So, instead of guessing what information employees need, managers get clear data on what to improve.

livepro’s AI Analytics provides pre-built dashboards and custom reports, giving insight into how knowledge is accessed and what improvements will make it more effective. 

Automatic PII Detection & Redaction

When employees handle customer data, personally identifiable information (PII) like names, addresses, or credit card numbers can appear in internal documents, notes, or emails. If not handled properly, this creates security risks.

Automatic PII detection and redaction scans knowledge articles, notes, and customer interactions for PII. It then flags and edits sensitive details before they are shared. This prevents accidental data exposure and helps companies follow privacy regulations like HIPAA or GDPR.

livepro includes automated PII redaction to help enterprises handle sensitive data securely and meet compliance standards.

Top AI-Based Knowledge Management Systems in 2025

Here’s a breakdown of the top AI-based knowledge management tools and how they can help your team manage and use company knowledge more effectively.

livepro – Best for Contact Centers and Enterprises

livepro is an AI-powered knowledge management system designed to help teams find, share, and use information without delays. It keeps company knowledge organized, reduces search time, and makes critical details easy to access. 

Let’s look at how livepro helps your enterprise manage knowledge more effectively.

Lightspeed Search for Quick & Accurate Answers

Finding the right answer in a company’s knowledge base can be frustrating, especially when you don’t know the exact wording. livepro’s lightspeed search feature solves this by combining keyword search, natural language processing (NLP), and vector-based search methods.

If a customer support agent types in “refund rules,” the system recognizes that they need the latest return policy. Instead of showing generic results, it immediately provides the most relevant and up-to-date article.

TSA Group reduced search time by 58% after switching to livepro’s knowledge management system. With faster, more accurate searches, your team can spend less time hunting for answers and more time solving problems.

AI Overview for Fast & Reliable Summaries

Call center agents and employees often need quick answers but don’t have time to read through long documents. Besides, searching for details in multiple articles can slow them down and increase the chance of mistakes.

livepro’s AI Overview solves this by instantly summarizing information from verified and latest internal knowledge. Instead of forcing agents to scan through multiple articles, it pulls the key details and presents them in a short, clear response. And since it only uses verified content, there’s no risk of misinformation.

Agents can also give feedback using thumbs-up and thumbs-down buttons and use a copy button to share the response with customers without retyping.

Townsville Council reduced average handling time by eight seconds after using livepro. With faster access to the right information, your agents can reduce mistakes and improve customer satisfaction without wasting time searching for details.

Generative AI Authoring for Clearer, More Usable Knowledge

livepro’s AI Authoring helps you refine rough drafts into clear, structured articles. It simplifies complex language, removes unnecessary details, and adjusts the tone so that every guide is easy to read and follow.

For example, if a support lead writes a detailed refund process with confusing terms, AI Authoring rewrites it into a simple step-by-step guide. So, instead of struggling to understand, agents get a clear, direct answer they can use right away.

Source Documents & LightspeedAI for Making Legacy Content Usable

Many companies have years of policies, manuals, and internal guides sitting in PDFs and Word files. While the information is useful, finding what you need can take forever, and critical details can go unnoticed.

livepro’s Source Documents and LightspeedAI process existing documents, making them instantly searchable without requiring manual updates. Once uploaded, AI scans the content, indexes key information, and allows Lightspeed Search to retrieve relevant sections instantly. 

For example, a company with a 50-page product manual can upload the file, and users searching for “reset password” will immediately find the relevant steps instead of flipping through pages.

AI Analytics for Improving Knowledge Performance

A knowledge base is only useful if employees can find and use the right information. livepro’s AI Analytics tracks how agents search, which articles they access, and where they struggle to find answers. By identifying trends, gaps, and usage patterns, it helps teams keep their knowledge base relevant and effective.

So, if agents frequently search for “return form” but don’t click on any results, it suggests the information is missing or unclear. With this insight, managers can update or create content to address the issue before it causes delays or confusion.

Guru – Best for Sales and Support Teams Needing Real-Time Knowledge Sync

Guru’s knowledge management platform is designed for teams that need quick, reliable access to company information. It centralizes knowledge, updates content in real time, and integrates directly into daily workflows, so teams always have the latest details without switching between tools.

Key Features:

• AI-powered search delivers relevant answers instantly.
• Automated content creation suggests new articles based on team activity.
• Integrates with communication tools and CRM systems.
• Smart analytics to track engagement and identify knowledge gaps.

Bloomfire – Best for Knowledge Hubs in Teams Requiring AI Search and Collaboration

Bloomfire’s KMS is designed for teams that need a central hub for storing, searching, and sharing information. It uses AI NLP to organize content, making it easy to find relevant answers and collaborate without searching through unorganized documents.

Key Features:

• AI-powered search delivers relevant answers instantly.
• Automated content tagging organizes information for easy retrieval.
• AI authoring suggests and refines knowledge articles.
• Built-in analytics track engagement and identify outdated information.

Document360 – Best for SaaS Businesses Creating and Managing Knowledge Bases

Document360’s AI-powered knowledge management platform is built for SaaS companies looking to create and manage self-service knowledge bases. It helps product teams, customer support, and internal teams organize and maintain information with ease.

Key Features:

• AI-powered search understands context and delivers precise answers.
• Built-in workflows help teams review and update knowledge articles.
• Supports multiple languages for companies with global teams.
• Reporting tools highlight trends in content usage.

Quick Comparison Table: Best AI-Based Knowledge Management Systems

How to Choose the Right AI-based Knowledge Management System for Your Business

Picking an AI-based knowledge management system depends on your team, industry, and existing tools. 

Here’s what to consider before deciding.

Assess Your Team Size and Collaboration Needs

Think about how your team shares and uses information. A small call center with 20 agents might need a straightforward knowledge base with fast search capabilities. But a large enterprise with multiple departments will need role-based access, content approval workflows, and AI-assisted authoring to keep knowledge accurate across teams.

Look for Easy Integration with Existing Tools

Your team already uses CRMs, ticketing systems, and internal chat tools to handle daily work. An AI KMS should connect with these systems directly so agents don’t waste time switching between platforms. Look for one that embeds answers into the tools your team already uses, whether that’s Slack, Trello, or Microsoft Teams.

With easy integrations, livepro works with your existing customer service platforms, collaboration tools, CRMs, and cloud-based solutions, so you don’t have to switch between systems.

Think About Scalability and Growth Potential

If you’re planning to grow, for example, from 50 to 500 agents, your AI KMS should handle increasing demand without slowing down. So, look for AI-driven analytics to track knowledge gaps, automated onboarding to train new hires faster, and the ability to manage multiple knowledge bases under one system. 

With livepro’s AI tools for contact centers, you can scale as needed while maintaining an organized, accurate knowledge base.

Consider Industry-Specific Features

Every industry has different knowledge-sharing needs. Call centers handling customer support need instant AI-generated summaries and decision trees for troubleshooting. Internal teams managing compliance documents need automated version control and policy updates. So, find a tool that fits your specific workflows and not just a generic solution.

Evaluate Cost and Onboarding Process

A system that seems affordable at first can cost more in the long run if it’s hard to set up or requires ongoing training. Look for pre-built AI models, automated data migration, and a simple interface so your team can start using it right away. And watch for hidden fees associated with systems that charge extra for support, training, or even basic features.

Ready to improve your knowledge management? Book a demo with livepro today and see how it works for your team.