In the digital age, information and knowledge are not just tools, but central value creation drivers. However, this is where many systems fail: they provide content but no answers. They are static when dynamism is needed. With oKnowledge, the AI-powered knowledge hub in the pdc Digital Manager (PDM), we are rethinking knowledge management entirely – consistently along the customer journey and focused on relevance, context, and efficiency.
Why traditional knowledge management is no longer sufficient
Classic knowledge databases struggle with the same problems:
- Content becomes outdated quickly
- Information is hard to find
- Target groups receive inappropriate or overly complex content
- Nursing processes are manual and error-prone
The result: frustration among customers, overload in support, inefficiency in internal processes.
The answer: Brainware instead of data deserts
With oKnowledge, we create an active, learning, and validated information cycle – the so-called brainware. It's not just about central access to knowledge, but about its intelligent management: Who needs what information when – and how can it be provided without disrupting the workflow?
🧩 The modular core: The KnowSystem Suite
oKnowledge is based on the KnowSystem Suite, which is centrally integrated into the PDM. It offers, among other things:
- central item management with expiration dates, review cycles, and validation workflows
- contextual content suggestions by AI (e.g., Agent Assist in the helpdesk)
- multilingual content for global use cases
- target group-specific provision through role-based control
- automated documentation creation and self-service offerings
🤖 AI as an assistant, not as a black box
Generative and analytical AI assist in the creation, translation, and contextualization of content. Through a Retrieval-Augmented Generation (RAG) architecture, knowledge from distributed sources such as websites, CRM, ERP, or helpdesk tickets is dynamically made accessible.
However, the use of AI requires responsibility: With oTestScore, an integrated solution is available to specifically test, analyze, and maintain AI functions – including defined test scenarios, target metrics, and maintenance cycles.
⚙️ Fully integrated – but tactically scalable
The KnowSystem Suite is closely connected with other PDM modules such as Helpdesk, CRM, and E-Commerce. This integration has been intentionally prioritized – the user interface is being customized based on the use case and project phase.
📈 What is changing – specifically
With oKnowledge...
- ticket volume and processing times in support are reduced
- knowledge is centrally managed but used decentrally
- information is kept permanently up to date
- the system grows with each use case and every piece of feedback
🧭 Conclusion: The Path to an Intelligent Customer Journey
Knowledge is valuable when it is available at the right moment – personalized, verified, and in context. oKnowledge ensures that exactly this happens – automated, intelligent, and sustainable.
Here you can find the blog of oKnowledge and discover all the details!
To the oKnowledge Blog