AN INTELLIGENT KNOWLEDGE MANAGEMENT SYSTEM IN THE AGE OF AI

At a time when artificial intelligence (AI) is becoming indispensable across personal and professional domains, knowledge management within organizations has taken on a new and accelerated significance. KMS Lighthouse, part of the Aman Group and led by CEO Sagi Eliyahu, is a leading global player in this shift. It is not only leveraging the power of AI but amplifying it to streamline enterprise workflows and elevate customer service experiences.

"Thanks to Generative AI (GenAI), knowledge management today is operating on 'steroids,'" smiles Eliyahu. "This is especially evident in contact centers, where quick access to accurate information is vital. Agents need instant answers to recurring questions, troubleshooting guidance and up-to-date knowledge about products, services and competitors. All relevant business data in the system must be accessible to the service rep with a single click."

He adds, however, a note of caution. "Many organizations, who assumed that simply feeding all their documents into GenAI models would yield effective answers, rapidly discovered that this doesn't ensure accuracy and reliability. The main problem with large language models (LLMs), as we know them, is their tendency to fabricate answers when uncertain — and for the organizations we support, 80 percent accuracy is not good enough."

A variety of pilot programs have demonstrated the tremendous potential of GenAI technologies, he notes, while also highlighting the critical need for a structured knowledge management layer. "Without this foundation, systems struggle to deliver accurate and reliable answers. As a result, demand for our solution has grown significantly, echoing the words of a leading global analyst who told us: 'Knowledge management is cool again.'"

Eliyahu emphasizes that knowledge must be cross-referenced with procedures, regulations and operational data, and seamlessly integrated with CRM systems and all relevant back-office information. Just as important, the system must be user-friendly and tailored to each service agent's role, status and search history. All this while continuously refining the customer's profile and instantly delivering accurate answers, taking into account their preferences and interaction history.

A Central Platform for Enterprise Knowledge Management
At the heart of the solution is KMS Lighthouse — a robust, AI-powered, SaaS-based knowledge management platform, purpose-built for large organizations and customer service operations.

"It's an especially intelligent system, powered by multiple AI capabilities," explains Eliyahu. "It can provide correct and immediate answers to service agents — or to an Agentic AI (an autonomous virtual agent) — delivering the required knowledge in zero time."

Strategic Partnerships with AI Giants
Eliyahu is a certified public accountant with a master's degree, and he has led KMS for the past nine years, taking the helm four years after its acquisition by the Aman Group in 2012. Prior to that, he held several leadership roles within the group. With his extensive experience in international business development and entrepreneurship, Eliyahu has led KMS to become a global leader in its field. It is, in fact, the only company recognized as a 'Leader' in the knowledge management category by top industry analysts, such as Forrester, IDC, STK and Gartner.

Today, some 65 to 70 percent of KMS operations are in North America, Asia and Europe. Its clients include Fortune 500 companies such as Toyota, Bank of America, Orange, GE Healthcare, lastminute.com and AIG. In Israel, the company serves major banks, among them Leumi and Discount. It employs 200 people, half of them abroad in offices in Dallas, London and Melbourne, and R&D centers in Belgrade and Lisbon.

KMS also maintains strategic partnerships with Microsoft, Azure and OpenAI, says Eliyahu, to leverage both external and internal LLMs. This ensures that information remains relevant, secure and permission-controlled. It also powers a wide range of automation capabilities from in-app content creation and document summarization to generating accurate, automated responses to FAQs. And, crucially, KMS Lighthouse is designed to compensate for the known weaknesses of AI engines, and ensures reliable and verifiable answers.

"The ability to distil in real time the perfect answer for a service rep is a game-changer in the service domain," says Eliyahu.

AI-Powered Search, Faster than online web search
"Our system is an intelligent solution, powered by advanced AI, and designed to deliver fast and efficient access to organizational knowledge," notes Eliyahu. "It's actually faster than online search and features smart auto-completion to help users reach the right answer in the shortest possible time — a metric which we call 'Time to Knowledge.'"
In addition, KMS has developed a dedicated self-service portal (Help Center), enabling end-users to search and access information independently. Information is accessible across all digital and telephony channels, in real time. This significantly reduces call volume to contact centers and powers more efficient interactions. The system also includes a sophisticated permissions management module, ensuring that only authorized users, internal or external, can access the relevant information.

Centralized, Digital Knowledge Maintenance
According to Eliyahu, AI has propelled a quantum leap in the field of knowledge management, making investment in this area essential, not just for day-to-day operations but for the functioning of entire organizational systems.
"Companies began to understand the importance of centralized knowledge during the COVID era with the shift to remote work," he says. "The rise of GenAI has only strengthened that need."

The Business Case at a Glance
Summarizing the benefits of KMS Lighthouse in a single pitch, Eliyahu says: "Our platform is a market leader, powered by cutting-edge AI. Its organizational benefits are clear and measurable:

• Up to 50 percent reduction in onboarding time for new employees
• Up to 15 percent reduction in call duration at service centers
• 20 percent fewer repeat calls, measured by the First Call Resolution (FCR) metric

It also centralizes and digitizes knowledge management, maximizes GenAI capabilities, and offers superior data security, outperforming traditional on-premise systems. Best of all, the implementation process takes only three to four months, faster than most CRM deployments.

Flexible Pricing, Continuous Innovation
"It's a license-as-a-service model, priced by the number of users," he concludes. "Everything is cloud-based, and we release new versions monthly, adding features and continuously improving performance."

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In collaboration with the Aman Group