Security features
Robust and granular access-controls, and custom roles can ensure you have TOTAL control of your information.
Google-style search
Powerful, typo-tolerant search agents can use mid-call without losing their place.
Robust versioning features allow you to stay on track!
Version control and review workflows so your content is always current and trustworthy.
Never worry about pricing surprises!
Transparent pricing and plans you can upgrade, downgrade, or cancel at any time.
Robust analytics for improving productivity
Built-in content analytics to see what agents are searching for, and what they aren't finding.
Used daily by teams in utility companies across the globe.
KnowledgeOwl empowers agents by giving them the tools to be confident in what they're telling your customers, improving CSAT scores across the board.
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YOUR PROBLEM
Utility customer service has never been more complex, or more scrutinized
Your products have never been harder to explain. Time-of-use tariffs, smart meters, EV charging plans, vulnerability registration are making questions more complex, and the stakes are higher. Regulators are watching, ombudsman complaints are rising, and billing disputes top the list.
Most utility contact centres are still navigating all of this with scattered SharePoint folders and tribal knowledge. When a new tariff lands, or a good agent leaves, things go wrong.
Support spikes every time a new tariff, meter, or product
launches
Agents give inconsistent answers on complex billing
and metering queries
Compliance risk from unapproved or outdated regulatory
content
Long onboarding times as new agents learn complex product and tariff structures
No single source of truth for vulnerability and Priority
Services content
Customer self-service that doesn't actually answer the right questions
THE SOLUTION
A single source of truth built for agents and loved by customers
KnowledgeOwl gives your utility one place where accurate, approved, up-to-date information lives. Your contact centre agents find answers in seconds. Your customers find answers on their own. Your compliance team can audit exactly what content was live, when, and who published it.
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More than a contact centre tool
Utility companies use KnowledgeOwl across multiple functions, often starting in one team and expanding as others see the value.
Contact centre agent knowledge base
Give frontline agents a fast, searchable internal knowledge base covering tariff structures, billing processes, smart meter installation steps, outage protocols, escalation paths, and vulnerability registration. The right answer, every time, without putting the customer on hold.
Customer-facing self-service portal
Publish a polished, searchable help centre where customers can find answers to their most common questions — how to read their smart meter, what time-of-use means for their bill, how to register for the Priority Services Register — without picking up the phone.
Regulatory and compliance documentation
Maintain an audit-ready knowledge base with full version history, review and approval workflows, and scheduled publishing — so your compliance team always has a clear record of what was communicated, when, and by whom.
New product and tariff launch support
When a new tariff, metering product, or regulatory requirement lands, create and publish new content immediately — and push notifications to agents so they know something has changed. No scrambled briefings, no out-of-date call guides.
New agent onboarding
Complex tariff structures, vulnerability rules, smart meter technology, and billing systems are a lot to absorb. A well-structured knowledge base cuts onboarding time significantly and gives new agents a reference they can return to every day.
built for regulated, complex environments
The features utility teams rely on most
powerful search
Fast answers, even for complex queries
Our typo-tolerant, Google-like search surfaces the right article in seconds — even when an agent types a partial phrase, a customer's description of their problem, or a policy reference number. Zero setup required.
Role-based access
The right content for the right people
Billing agents, technical engineers, first-line support, vulnerability specialists, and managers all need different content. KnowledgeOwl's granular access controls let you build separate views for each role—so nobody is overwhelmed, sensitive content stays secure, and the right information is always front and centre.
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internal and external knowledge bases
One tool for platform for agent knowledge and customer self-service
Maintain a private, agent-facing knowledge base for internal procedures and sensitive content, and a public customer-facing help centre, from the same platform. Updates flow through one set of tools. Approval workflows apply to bot
version control and audit trails
Maintain a complete history of changes
Every article in KnowledgeOwl has a recent changes history. You can see exactly what changed, when, and by whom. Full versioning options let you new versions ahead of a policy or product change, and maintain an audit trail without extra effort.
content and search analytics
Stop guessing what your agents need
KnowledgeOwl's built-in analytics tell you which articles are being searched for, which searches are returning no results, and which content is going unread. You can even see the exact questions asked to the chatbot, to better understand phrasing and what might be missing. That's a direct window into your agents' knowledge gaps and your content team's to-do list.
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Watch a demo
Erica and Veronica from our support team made this demo video! If you have needs that aren't covered here, they are happy to jump on a call and help you out!
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