In today’s high-stakes service environment, technician efficiency and Tier 1 agent performance are more critical than ever. First-time fix rates, resolution speed, and workforce productivity all hinge on one core asset: real-world knowledge.
But most of that knowledge remains locked inside scattered documents, tribal workflows, or the heads of retiring experts. Xpert Knowledge by SightCall changes that—transforming expert-led support interactions into structured, AI-generated tutorials that frontline teams can use immediately.
The Challenge: Critical Knowledge Is Fragmented and Fading
Field service leaders and support operations face intersecting pressures:
Workforce churn and retirement are eroding institutional knowledge.
Manual content creation for training or troubleshooting is slow and often outdated by the time it’s published.
Tier 1 agents and new technicians lack access to consistent, role-relevant knowledge at the moment they need it.
This disconnect reduces technician confidence, increases repeat visits, and adds cost to every service touchpoint. Don’t take my word for it, check out what Field Techs are saying in the Service Council, “Time spent looking for information is a huge point of friction.”
“It’s very time-consuming to create knowledge objects, and many known problems don’t get documented. This could help solve that problem.” — Product Service, GE Healthcare
What Xpert Knowledge Does Differently
Xpert Knowledge is a multimodal knowledge automation engine embedded within SightCall’s visual support platform. It captures every element of a live service session—video, audio, speech, images, annotations, and metadata—and uses AI to generate step-by-step tutorials for technician and agent use.
Here’s how it works:
Live Remote Support Session Initiation
A technician or expert launches a support call through the SightCall Vision interface. These sessions may include video annotations, screen captures, audio dialogue, barcode scans, and other in-call activities.Automated Multimodal Capture and Structuring
Xpert Knowledge automatically records and parses the interaction. Using event tagging and time-stamped JSON capture, it identifies key elements such as speech, annotations, image captures, OCR events, and bookmarks.Tutorial Generation via GenAI Pipeline
The structured data feeds into an AI tutorial generation engine hosted in a secure Azure environment. This system uses prompt engineering and pre-defined templates to produce a draft multimedia tutorial. The output includes:Annotated images
Annotated video segments
Time-synced audio transcript
Contextual metadata for filtering, search, and indexing
Human-in-the-Loop Review and Editing by Knowledge Creators
After a tutorial is auto-generated, the original Knowledge Creator engages in a human-in-the-loop review process. They can edit the AI-generated steps, adjust sequencing, clarify terminology, and ensure accuracy. This balances AI speed with human domain expertise—ensuring tutorials are not only fast but field-relevant and trustworthy.Managerial Review and Publishing
Tutorials then enter a validation layer where Knowledge Managers review submitted content, provide structured feedback, and determine readiness for broader access. Once approved, tutorials are published to live, shareable web links—making them instantly referenceable from any web interface or integrated system. This enables seamless distribution across CRMs, FSMs, intranets, or technician workflows without added complexity.
“There’s a lot of hidden knowledge that doesn’t make it into documents. This helps surface that expertise and turn it into something everyone can learn from.” — Peak Scientific
Why It Matters for Technicians and Tier 1 Agents
Rather than digging through generic manuals or static PDFs, agents and techs can now access tutorials that originated from actual service sessions—showing exactly how an issue was resolved in the field.
For technicians: Xpert Knowledge reduces time-to-resolution and increases confidence with visual, real-life guidance.
For Tier 1 agents: It equips them with contextual troubleshooting flows generated by top experts, even without deep product knowledge.
For service leaders: XK accelerates onboarding, reduces escalations, and strengthens consistency across regions.
“We’re capturing interactions that normally disappear the moment a call ends—and transforming them into assets our techs and engineers can actually use.” — LG Energy Solutions
Strategic Value Across the Organization
Xpert Knowledge creates measurable impact for key decision-makers responsible for operational excellence, customer satisfaction, and AI readiness.
For Field Service Leaders
Responsible for technician performance, workforce readiness, and SLA adherence, Xpert Knowledge delivers:
Higher first-time fix rates with tutorial reuse at the point of need
Accelerated ramp time for new hires through structured, expert-driven content
Standardized procedures across geographies and teams
For Support Operations and CX Leaders
Charged with improving CSAT, reducing escalations, and maintaining service quality at scale:
Tier 1 agents are empowered with contextual, expert-authored tutorials
Reduction in repeated contacts and handoffs due to clearer resolution paths
Improved customer outcomes without increasing headcount
For IT and Digital Transformation Teams
Focused on delivering scalable, secure AI that aligns with enterprise knowledge strategy:
Tutorials are enriched with structured metadata—such as timestamps, asset types, and interaction context—making them referenceable and ready to fuel existing AI initiatives, from LLM fine-tuning to intelligent search
Hosted in secure, enterprise-grade environments with no retention of customer data post-processing
Built with a modular architecture that supports controlled export and integration into broader data ecosystems
From Insight to Impact, at Scale
By embedding Xpert Knowledge into existing service workflows, enterprises can eliminate the lag between expert experience and team enablement. No extra steps. No new software to learn. Just real-time knowledge, structured and scaled for frontline teams—and measurable ROI for the leaders supporting them.
This is not just another knowledge base. It’s a closed-loop system that learns with every call—and evolves alongside your organization.
