This doc is for Xpert Knowledge v1 implementation (circa 2025), for the latest Xpert knowledge please refer to the documentation in Admin Portal > Help > Documentation
🔍 Xpert Knowledge Overview
Xpert Knowledge is a solution from SightCall that automatically turns real-time service interactions into structured, searchable multimedia knowledge assets. It’s designed to capture the day-to-day expertise of your most experienced technicians and make that knowledge available across your service organization.
Xpert Knowledge works directly inside your existing SightCall remote support workflows, using live video, AI processing, and technician feedback loops to build valuable knowledge content quickly and efficiently.
It’s a practical way to capture what happens in the field and turn it into useful, reusable knowledge for everyone.
đź› How It Works
Step |
Description |
|---|---|
| Remote Support Session | The technician or agent conducts a typical service call using the SightCall VISION console. |
| Real-Time Capture | Xpert Knowledge automatically records video, audio, screenshots, annotations, and contextual data. |
| AI Structuring | The system processes the captured data and automatically creates step-by-step multimedia tutorials. |
| Expert Review | The technician (the Content Creator) generates tutorials, which are then reviewed by the Content Manager, who can review, edit, and approve generated Xpert Knowledge tutorials. |
| Organizational Use | Xpert Knowledge Tutorials are stored in a searchable Xpert Knowledge Library, and they can also be integrated with other knowledge systems or shared more broadly. |
Key Features
- Captures video, audio, screenshots, annotations, QR/barcode scanning, and optical character recognition (OCR) events during SightCall sessions with Content Creators.
- SightCall Xpert Knowledge uses AI to automatically structure the captured information into clear, step-by-step tutorials with visual references.
- Content Managers can review, edit, rate, and validate tutorials before they are added to the broader knowledge base.
- Tutorials are saved in a centralized, searchable Xpert Knowledge Library that can be filtered and organized in multiple ways.
Data Compliance
Xpert Knowledge is built to support privacy and security:
- Sensitive customer information can be excluded or sanitized during tutorial review - tutorials are never published automatically without human review.
- Customers retain full control over storage, review, and publication of tutorials.
- Customer data is never used to train public models.
Follow the links below to learn how to configure and use Xpert Knowledge!
If you need further information or technical support for Xpert Knowledge, please contact the SightCall support team or your Customer Success Manager.
