USU GmbH
Knowledge Management: Empowering People, CX and AI
Signature Fix
Scaling
Scaling AI—but how? The pilot is underway—but the path forward is unclear
Our Solution
Many companies fail to make the leap from AI pilot projects to widespread deployment because the underlying knowledge base is either missing or outdated. This is exactly where USU comes in: Content sources are structured, verified, and made available via a central knowledge base for CX platforms, chatbots, and AI agents. Leading analysts such as Gartner and Forrester confirm that this approach is the market leader in knowledge management for customer service. In this way, a single pilot project becomes the foundation that enables company-wide AI scaling.
Main Fix
Governance
Control and responsibility are unclear
Our Solution
AI that relies on incorrect or outdated information quickly becomes a risk rather than a help. USU addresses this with a carefully managed knowledge base in which content is verified before it is even allowed to be used by AI. KAI, USU’s Knowledge AI, accesses only the internal, approved knowledge database, rather than resorting to potentially misleading web content. This ensures that the source behind every answer remains traceable at all times.
Main Fix
Trust
Trust in AI and processes is lacking
Our Solution
43 percent of companies fear that AI is more likely to undermine than to strengthen customer trust, especially when it comes to complex inquiries. USU addresses this skepticism with a quality guarantee for KAI’s responses—the first company of its kind to do so. The guarantee covers the accuracy, completeness, usability, and reproducibility of every response—not just a single promise. This transforms an abstract question of trust into a concrete, verifiable quality promise.
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