Thought Industries’ Lens checks product knowledge for conflicts before customers see it

Thought Industries Inc. introduced Lens, an AI product designed to detect conflicts in a business's product knowledge before it reaches customers, on today's date. The software complements its existing course software, Thought Industries Academy, and together, they make up the new Customer Knowledge AI Platform. This platform aims to tackle the issue of scattered knowledge by unifying it in one place.

Customer and product knowledge often resides in various departments, leading to discrepancies when AI tools answer customer queries. This can cause customers to disengage with the product and hinder their engagement. Lens connects to existing sources like help centers and product documentation without moving any data. It uses a governed knowledge layer where agents within Lens identify conflicting sources.

Businesses can establish trust rules in simple language. When a product updates, the agents ensure the relevant guidance remains current. Users can receive answers directly from Lens within the product or through their preferred AI assistant. Additionally, these agents can perform workflows. By identifying discrepancies between sources, businesses can pinpoint the problematic areas of their products.

Existing tools lack this capability, according to Thought Industries. They emphasize the importance of having just one version of product knowledge to avoid spreading misinformation. The Linux Foundation, which manages open-source software training and certification programs, intends to utilize Lens. Senior Vice President and General Manager of Education at the Linux Foundation, Clyde Seepersad, noted that the information customers seek frequently exists in various systems beyond courseware.

The foundation maintains control over what is displayed, allowing them to gain a clearer understanding of customer needs. Thought Industries is also repositioning its business, targeting customer and product leaders and emphasizing the conversion of scattered knowledge into a competitive advantage. Customer and product leaders now represent the main audience, and the focus is on leveraging scattered knowledge to gain a competitive edge.

The company's Academy retains its role as the provider of courses, learning paths, and certifications, with AI recommending the next course for learners. Lens has been made available for beta testing. Thought Industries, a private equity-backed company, has been offering customer training software since 2013, with Luminate Capital Partners making a strategic growth investment in 2019.