Xerum for support organisations
Let your agents improve the knowledge base — safely
Every ticket teaches somebody something the documentation does not say. Today that knowledge dies in a closed conversation, because the alternative — letting an agent write to the knowledge base — is not something any support lead will sign off on.
Sound familiar?
What the ticket taught you evaporates
An agent works out the actual cause of a recurring problem, resolves the ticket, and the finding is now inside a closed conversation nobody will search. The next agent finds it again from scratch.
Nobody will let a model write the KB
The obvious fix — have the agent update the article — is the one thing you cannot allow. An unreviewed edit to a support article is a wrong answer given at scale, to customers, in your name.
The KB drifts from the product
Articles describe last quarter's behaviour. The people who know it changed are on tickets all day, and filing a documentation request is a task that loses to the queue every time.
What changes
Agents propose, leads decide
An agent that learns something opens a proposal with a message saying why. A lead approves it into the history or rejects it. Nothing reaches customers unreviewed.
Review is a diff, not a meeting
Proposed state is revision-addressable, so reviewing a proposal is the same call as reading history. A lead sees exactly what would change, and nothing else.
Rejected leaves no residue
A rejected proposal vanishes without a trace — no draft state, no half-approved article, nothing for a future agent to find and mistake for the answer.
Every answer still cites
When an agent answers from the knowledge base, the answer carries the resource and revision it came from, so a supervisor can check what the customer was actually told.
What this industry buys
Proposals
The first big agent-write market — and the one place the curation loop is a daily feature rather than a safeguard you rarely touch.
- Agents write only through proposals, never directly
- A proposal is decided once, and only while pending
- Approved changes join the same straight history as everything else
- Attribution survives: the log says which person the agent acted for
The proposals UI is built and shipping in the tenant app.
Related
The loop your support org already runs, made real
Built today, not on a roadmap. Every property above is already how the store works.