Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A support organisation with a stale knowledge base had documentation written at launch and rarely updated. Agents answered from experience, new hires had no reliable reference, and nobody knew which articles were wrong until a customer complained.
What Omnifys deployed
- Gap identification from ticket patterns and failed searches
- Draft articles generated from resolved ticket threads
- Accuracy flags on articles contradicted by recent resolutions
- Support lead approval required before publication
Agents used: Knowledge Insights Agent, Content Generation Agent, Knowledge Answer Generation Agent.
Results
- 340 — new articles published in year one
- 87 — inaccurate articles identified and corrected
- 44% — improvement in self-service success rate
- 100% — of articles reviewed before publication
Why it worked
Finding the wrong articles was more valuable than writing new ones. Stale documentation was actively generating tickets.
Explore this for your business
Every Omnifys agent routes tasks across 15+ leading LLMs, integrates through n8n, Zapier and 300+ connectors, and ships with monitoring, audit trails and human-approval steps you control. Typical deployment runs two to six weeks from discovery to production. Book a free 30-minute consultation to map the highest-impact automation for your team.