Without Silia
- Current version hard to find
- Changes shared by hand
- Doc coverage below 60%
Operational Knowledge Fabric
Part of the BPO / Contact Center
Turns a contact center's scattered documentation into a single source of truth that is searchable by meaning, versioned, and propagated to every agent.
BPO / Contact Center
The context
Operational knowledge lives scattered and out of date
In a contact center, procedures live in PDFs across shared folders, scripts in emails, and loose updates in chats. The new rep cannot find the current one and the senior one is unsure whether what they remember still holds. Every change is shared by hand and gets lost.
The solution
A living source of truth you can query by meaning
The agent ingests PDF, DOCX, audio, and video, turns them into articles with validity, and exposes them through a semantic API that answers instantly. It versions every change with diff and rollback, detects source edits, and propagates the update to consumers.
Key capabilities
A system that gets better with every question.
Multi-format ingestion
Accepts PDF, DOCX, XLSX, audio, and video, extracts tables and trees, and turns them into articles with tags, vertical, and validity.
Versioning with rollback
Every edit generates a version with a model-written diff and rollback to any point, with a full audit trail of who changed what and when.
Change propagation
Detects edits in the source document, notifies the agents that depend on the data, and pauses affected snippets when the impact is high.
Semantic lookup
Takes a question in natural language and returns the most relevant snippet with a confidence score the administrator can configure.
With Silia
- Semantic answer in seconds
- Change propagated automatically
- Doc coverage above 90%
System
System integrations
During every call, Silia connects live to the systems your operation runs on — updating records, triggering workflows, and confirming actions without interrupting the conversation.
FAQs
Still have questions?
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