What is Xpert Knowledge?
SightCall Xpert Knowledge transforms service interactions and recorded procedures into structured, reusable service knowledge.
It can ingest multimodal evidence from:
- SightCall Remote Visual Support sessions
- Videos uploaded from the SightCall Desktop Console
- Procedures recorded or uploaded through the SightCall Expert app
- Supported external systems and video-ingestion APIs
- Other supported service resources
Xpert Knowledge analyzes this evidence, identifies the relevant equipment, issues, parts, actions, and procedures, and organizes the resulting knowledge by service topic.
It then creates or enriches versioned multimedia tutorials containing step-by-step instructions, images, relevant video segments, diagrams, annotations, and supporting context.
How it works
1. Capture service knowledge
Knowledge can originate from a real support interaction, an existing training video, a field procedure recorded by a technician, or a supported external source.
This allows organizations to capture expertise both during daily service operations and from existing content libraries.
2. Analyze and structure the evidence
Xpert Knowledge processes textual and visual information using AI.
It identifies service context such as:
- Equipment and products
- Issues and symptoms
- Parts and tools
- Actions and procedures
- Relevant visual evidence
- Relationships between related service concepts
3. Organize knowledge by service topic
New evidence is associated with an existing service topic when relevant or used to establish a new topic.
Multiple sessions, videos, and other resources can contribute to the same topic. This allows the knowledge base to evolve as additional service evidence becomes available.
4. Generate multimedia tutorials
Xpert Knowledge creates structured tutorials containing procedural steps and relevant supporting media.
A newly created tutorial appears with the Generated status. Authorized users can inspect and improve it in the SightCall Desktop Console.
5. Apply human review
When a tutorial accurately represents the procedure, an authorized user can mark it as Reviewed.
Reviewed status identifies the tutorial as approved organizational knowledge and makes it eligible for capabilities such as public sharing.
Depending on tenant policy, search, Chat, and other querying experiences may use all available tutorials or only Reviewed tutorials.
6. Make knowledge available
The resulting knowledge can be consumed through:
- The SightCall Desktop Console
- The SightCall Expert mobile app
- Xpert Knowledge Chat
- Public or authenticated tutorial links
- SightCall REST APIs
- The SightCall MCP Server
- Connected CRM, field service, knowledge-management, and AI systems
Main components
Dynamic Knowledge Base
The Dynamic Knowledge Base stores and connects service topics, tutorials, source evidence, metadata, and relationships.
It combines semantic indexing, a knowledge graph, and stored source assets to support contextual search and retrieval.
Desktop Console
The Desktop Console allows authorized users to:
- Search and browse tutorials
- Preview and read complete tutorials
- Ask questions through Xpert Knowledge Chat
- Upload recorded content
- Review and edit generated tutorials
- Publish updated versions
- Mark tutorials as Reviewed
- Share or archive tutorials
SightCall Expert app
The SightCall Expert app gives field technicians access to organizational knowledge from iOS and Android devices.
Technicians can browse tutorials, use AI-guided assistance, pin or download important procedures, and contribute videos from the field.
Integration tools
REST APIs and the SightCall MCP Server make Xpert Knowledge available to enterprise applications and AI agents.
Organizations can query knowledge, retrieve tutorials and media, manage tutorial versions, build conversational experiences, and ingest videos programmatically.
Continuous improvement
Xpert Knowledge is designed as a continuously evolving knowledge system rather than a static document repository.
New evidence can enrich an existing topic, produce a new tutorial version, or establish a new topic. Earlier tutorial versions are retained for traceability, while archiving removes obsolete content from active knowledge consumption without permanently deleting it.
For complete product, integration, and developer documentation, open the current Xpert Knowledge documentation from the SightCall Admin Portal under Help > Documentation.