Feature availability may depend on your SightCall subscription, tenant configuration, user permissions, and regional availability.
Multimodal knowledge ingestion
Xpert Knowledge can ingest service evidence from Remote Visual Support sessions, uploaded videos, mobile contributions, and supported external sources.
The captured evidence can include video, audio, transcripts, snapshots, annotations, metadata, and other contextual information.
This allows organizations to build knowledge from real service work instead of relying exclusively on manually authored documents.
Desktop video upload
Authorized agents can upload existing procedure, demonstration, reference, or training videos from the Xpert Knowledge workspace.
Common video formats are supported, including MP4, MOV, AVI, MKV, WebM, and MPEG. The maximum file size is 2 GB.
Uploads continue in the background, and processing starts automatically after the file has been stored.
Programmatic video ingestion
External systems can upload recorded videos through the Xpert Knowledge video-ingestion APIs.
The APIs support resumable uploads, refreshed upload authorization, and status polling for long-running or interrupted transfers.
AI knowledge analysis
Xpert Knowledge analyzes textual and visual evidence to identify:
- Service topics
- Equipment
- Issues and symptoms
- Parts
- Actions
- Procedural steps
- Relevant supporting media
This turns raw service evidence into structured, searchable knowledge.
Topic identification and enrichment
The system associates new evidence with an existing service topic when relevant or establishes a new topic.
Several interactions or resources can contribute to the same topic, allowing the corresponding knowledge to improve over time.
Multimedia tutorial generation
Xpert Knowledge generates step-by-step tutorials that can include:
- Written instructions
- Images
- Relevant video segments
- AI-generated diagrams and annotations
- Equipment and issue metadata
- Supporting source evidence
For video-based sources, the system identifies relevant visual moments and associates them with the corresponding procedural steps.
Versioned tutorials
Tutorials are versioned.
Publishing an edited tutorial creates a new active version while preserving earlier versions for traceability. This allows teams to improve procedures without losing their history.
Generated and Reviewed statuses
New tutorials enter the knowledge base with the Generated status.
An authorized user can inspect, edit, and mark an accurate tutorial as Reviewed. Reviewed status indicates that the tutorial has been approved by a person.
Tenant policy can determine whether querying experiences use all tutorials or only Reviewed knowledge.
Tutorial editing
The Desktop Console includes an editor for improving generated tutorials.
Authorized users can modify headings, paragraphs, lists, and text formatting. They can also reposition or remove existing media before publishing an updated version.
Only one user can edit a tutorial at a time.
Search and discovery
Users can search the knowledge base using tutorial titles, descriptions, content, and everyday problem descriptions.
Search supports minor spelling errors and variations in wording. Generated and Reviewed tutorials remain available to authorized reviewers in the knowledge base.
Tutorial preview and reader
Selecting a tutorial opens a preview without leaving the knowledge-base list.
The complete reader displays the full procedure, supporting images and videos, contributor information, and a table of contents when headings are available.
Pinned tutorials
Users can pin frequently used tutorials for faster access.
Pins are personal to the user. Desktop Console pins and SightCall Expert app pins are managed independently.
Contributors and source traceability
Xpert Knowledge preserves the relationship between tutorials and the sessions, uploaded videos, people, or programmatic sources that contributed evidence.
This gives users context about how the tutorial was created and enriched.
Localization
Tutorial titles and content can be presented in the user’s selected language when a translation is available.
If the requested translation is not available, Xpert Knowledge returns English immediately and can prepare the translation asynchronously.
Links, media files, and text embedded directly in images are not translated. Public and standalone shared pages remain in English.
Tutorial feedback
Users can rate tutorials as:
- Useful
- Needs improvement
- Not relevant
The latest response is retained and can be changed later.
Feedback can also be collected through the tutorial feedback APIs.
Authenticated sharing
Users can share links to tutorials with authenticated colleagues.
The link resolves to the latest tutorial version, and the recipient must have an account with access to Xpert Knowledge.
Public sharing
Reviewed tutorials can be made publicly accessible through a stable, read-only link.
Disabling public access makes the tutorial unavailable through that link. Restoring public access reuses the same URL.
Archived or otherwise unavailable tutorials are not exposed publicly.
Archiving
Archiving removes a tutorial from the active knowledge base without permanently deleting it.
An archived tutorial is no longer available through search, Chat, public sharing, or other knowledge-consumption experiences.
Xpert Knowledge Chat
Xpert Knowledge Chat allows users to ask natural-language questions and receive answers grounded in available tutorials.
Answers can include procedural guidance, images, videos, and citations linking back to the source tutorial.
Tenant policy determines whether Chat can use all available tutorials or only Reviewed content.
SightCall Expert mobile experience
The SightCall Expert app allows field technicians to:
- Browse and search tutorials
- Filter Generated and Reviewed knowledge
- Pin and download procedures
- Receive AI-guided assistance
- Ask text or visual questions
- Record new procedures
- Upload existing media
- Use previously downloaded knowledge when offline
Videos captured while offline can synchronize when connectivity returns.
REST APIs
The Xpert Knowledge REST APIs support capabilities such as:
- Querying the knowledge base
- Building streamed Chat experiences
- Listing and retrieving tutorials
- Retrieving complete tutorial versions and media
- Creating tutorial versions
- Updating tutorial review status
- Deleting a tutorial version
- Pinning tutorials
- Submitting tutorial feedback
- Ingesting recorded video
SightCall MCP Server
The SightCall MCP Server gives compatible AI agents read-only tools to:
- Ask questions against the knowledge base
- Browse tutorials
- Retrieve a specific tutorial
- Retrieve the complete content and media of a tutorial version
MCP tools use tenant-scoped authentication and can request localized tutorial representations.
For complete feature and integration documentation, open the current Xpert Knowledge documentation from the SightCall Admin Portal under Help > Documentation.