KCS and the AI Revolution: Better Knowledge, Smarter Service

24 Apr

At Capable, we believe great support starts with great knowledge—and that’s never been more true than right now.

I recently had the chance to join Gary Blower from Eficode on The Service Management Show to talk all things Knowledge-Centered Service (KCS), AI, and the future of knowledge management. In the episode, we dive into how Capable helps teams turn messy, outdated Confluence spaces into streamlined, AI-ready knowledge hubs.

Why KCS Is More Critical Than Ever

KCS isn't new—but it’s having a big resurgence, and for good reason. With AI becoming an increasingly vital part of support and service workflows, the quality of your knowledge base directly impacts how well your tools can serve your customers.

As I shared on the show: “Garbage in, garbage out.” If your AI is reading outdated, inconsistent, or internal-only content, it’s going to deliver bad results. That’s why modern KCS isn’t just about documentation—it’s about documentation with purpose.

Where Most Teams Struggle (And How We Fix It)

A few key pain points came up in the episode that we see all the time at Capable:

Internal vs External Confusion
Many teams blur the lines between content meant for internal teams and content for customers or AI agents. We make it easy to separate these cleanly and safely in Confluence.
Outdated or Stale Knowledge
Without a system to surface aging or unreviewed pages, your knowledge base decays over time. Capable brings saved searches, filtering, and smart review workflows to keep your content fresh.
Lack of Approval Processes
Pushing content live without checks is risky. Our approval system ensures every article gets the right eyes before going public—whether that’s a product manager, compliance lead, or domain expert.

AI Starts with Better Knowledge

During the show, we talked about the rise of Atlassian Intelligence, Rovo, and other AI assistants that rely heavily on Confluence content. The key takeaway? These tools only work as well as your knowledge base allows.

That’s why we built Capable to power not just smarter documentation—but documentation that’s ready for AI, support agents, and customers alike.

Bonus for the Markdown Fans

If you love Markdown (like Gary does!), you’ll be glad to know Capable makes it easier than ever to work in your favorite format. From live previews to reusable templates and diagram support, we’ve made Markdown a first-class citizen inside Confluence.