Acuity Knowledge (KMS)

The governed
knowledge layer of the Acuity platform.

One library. Every AI. Auditable.

Acuity Knowledge is the single, governed source of truth your people and your AI both work from. Every policy, procedure, and job aid lives as a managed, versioned, approved knowledge object — retrievable in seconds by an agent on a live call, and used as the grounding layer for AutoQA, coaching, sims, and the AI Supervisor. One library. Every AI. Auditable.

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Every AI capability in Acuity — AutoQA scoring, sim generation, coaching plans, the Virtual Coach, Insights — answers from the same governed library. Without that shared layer, each feature builds its own private, ungoverned pile of context and they quietly disagree with each other. Enterprise AI agents are only as reliable as the documents behind them: Acuity Knowledge is the layer that makes the rest of the platform trustworthy, and it's why an Acuity answer can always be traced to an approved, dated, owned source.

Features & Benefits

Your AI is only as good as your worst document. Acuity Knowledge governs the library every AI in your contact center depends on — approved-only retrieval, cited answers, and automatic detection of documents that contradict each other.

Governed lifecycle

draft → review → approved → archived, with owners, review intervals, multi-approver policies, and forced re-approval when content changes.

Approved-only retrieval

AI nevergrounds on unapproved or archived material.

In-app authoring & versioning

edit content in place, full version history, side-by-side diffs, restore.

Ask Knowledge

grounded Q&A with citations to the exact source passage; says "I don't see that in your library" instead of guessing.

Conflict detection

flags approved documents that contradict each other, quoting the disputed sentence from each, and routes both back to review.

Knowledge gaps

every unanswered question is logged, so the libraryimproves fromreal demand.

Connected sources

federated search across SharePoint, eGain, and any HTTP source, with governed vs. unverified results clearly labeled.

Targeted assignment

publish to an individual, team, role, site, project, or the whole workforce.

Pop-out companion window

dockable, resizable panel beside the phone system for live-call lookups.

Knowledge analytics

usage, top questions, answer confidence, stale/at-risk assets, approver throughput.

Full audit trail

who changed what, who approved it, and which versionan AI answer used.

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Contact Center Agent smiling with computer of Acuity dashboard below him both desktop and mobile

Cuts handle time and escalations by ending the hunt across five systems.

Shrinks new-hire ramp: one library powers training, sims, and quizzes.

Removes the compliance risk of agents (and AI) quoting a superseded policy.

Makes every AI feature moreaccurateat once — fix the document, fix every downstream agent.

Defensible in audit: every answer cites an approved, owned, dated source.

Transform Your Contact Center
with Acuity Intelligence

TouchPoint One’s Acuity platform, with its AI-driven features, sets a new standard for contact center performance management. By leveraging the power of AI, we provide our clients with the tools to transform their operations, enhance employee engagement, and deliver exceptional customer experiences. Our commitment to innovation ensures that our clients stay ahead in the ever-evolving landscape of customer service.

Schedule a discovery session and Acuity software demo today to explore how our platform can revolutionize your contact center operations.