Audit today's fragmented content surfaces: inventory and tag what exists, flag what's duplicate or stale, and migrate it into one knowledge foundation.
Own the knowledge base: product support articles, troubleshooting guides, how-tos, and product best practices that specialists and the AI Support agent rely on.
Structure knowledge for both humans and AI. Apply taxonomy, metadata, and templates consistently, and write articles that retrieve and chunk cleanly for the AI Support agent as well as for specialists.
Keep knowledge current through every release. Track what Product ships, and update or create the affected articles before launch so they're ready for the Enablement Specialists' training and for the AI Support agent.
Close knowledge gaps at the source by owning the feedback loop. Triage reports of inaccurate, missing, or buried content from downstream teams, then update the source material.
Mine ticket signals, search logs, and agent escalations to find missing content, stale articles, and areas with high deflection potential, then prioritize fixes.
