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Enhancing User Experience with Agentic AI for Knowledge Management

An insurance leader used agentic AI for knowledge management to make content easier to read, which led to better user engagement and more accurate information retrieval—all while maintaining human oversight of the automation.

Industry: Banking, Financial Services & Insurance

2

grades in improved readability

12%

increase in correct responses

Challenge

As a leader in a highly regulated insurance industry that relies on documentation, this client had a strong knowledge base in place to help advisors get accurate answers about customer problems. While its content worked great as a traditional knowledge base, it didn’t perform well when processed by its generative AI (GenAI) tools. 

This gap between human-readable content and AI-processable information created significant operational challenges. Without effective agentic AI for knowledge management, the company struggled with inconsistent responses, reduced advisor efficiency, and potential compliance risks. 

Recognizing the complexity of content and its critical impact on both internal operations and customer satisfaction, the client needed help refining its data for better user engagement and higher precision in information retrieval. It needed a solution that could bridge the gap between traditional knowledge management and AI-powered systems. 

Solution

Concentrix launched a comprehensive content enhancement initiative, leveraging agentic AI for knowledge management to make insurance content readily consumable by AI algorithms. This approach combined the autonomous capabilities of agentic AI with strategic human oversight to transform the client’s knowledge infrastructure.

We crafted a custom solution to resonate with diverse audience segments, tailoring each piece of information to meet human-centric needs as well as AI processing requirements. Using automation with a human-in-the-loop approach, our prompt engineers and GenAI content strategists achieved:

  • Content simplification: Streamlined the readability of knowledge assets by refining document architecture and style for enhanced AI compatibility, creating new templates, chunked articles, content structures, metadata strategies, and semantic improvements.
  • Strategic alignment: Ensured that the improvements corresponded with the client’s knowledge base and AI requirements, thereby fostering efficiency and scalability.
  • Progressive automation change: Deployed advanced AI to refine content architecture, driving improved navigation and usability.

Combining collaborative workshops with innovative methodologies enabled us to work seamlessly with the client to optimize its digital content. Once tested, the new content outperformed the original, ensuring more precise AI-generated outputs.

“Once tested, the new content outperformed the original, ensuring more precise AI-generated outputs.”

Outcomes

By implementing agentic AI for knowledge management, the client saw a marked increase in content efficiency, achieving significant enhancements in readability and error reduction throughout their knowledge base.

2 grade improvement in Flesch-Kincaid readability scores (from 13th to 10th), making documents easier to navigate and understand.

12%  increase in answer correctness, empowering users with dependable information.

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