How We Built a Centralized AI Knowledge Platform to Power 71,000+ Questions
A discount changes. A service gets discontinued. A patient asks a question that only one person on the team knows how to answer. When information lives across scattered documents and systems, even simple questions become difficult to resolve.
CrossEven needed a better way to manage knowledge across its multiple brands. EnactOn built a centralized platform that brings brand-specific information, AI agent training, and support workflows together in one place.
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Every New Question Exposed Another Knowledge Gap.
When information is scattered across documents, teams, and systems, finding the right answer becomes harder than it should be. For CrossEven, every brand had its own details to manage, and keeping AI agents accurate meant solving the knowledge problem first.
Scattered Brand Knowledge
CrossEven runs ParkingMD, WellnessWag and more. Each brand has its own services, regulations, promo codes and ways of working, so company knowledge lived in separate places.
Outdated Information
Services, discounts, and policies change regularly. Without a centralized source of truth, employees and AI agents risked sharing outdated information, creating confusion for customers and support teams.
Limited Chatbot Control
The previous support setup offered limited flexibility over chatbot behavior and knowledge management. Tuning responses was difficult, and the interface made everyday support operations harder than necessary.
Repeating the Same Work
Every new chatbot or AI agent needed access to the right information. Without reusable knowledge infrastructure, connecting data and maintaining consistent responses across brands became unnecessarily complicated.
What If Every Agent Had Access to the Right Answers?
EnactOn brought CrossEven’s brand knowledge, AI agents, and training workflows into one connected platform. Instead of managing information and chatbot behavior separately, the team gained a central system to keep knowledge organized, responses relevant, and support easier to scale.
Centralized Knowledge Management
We built one platform where CrossEven could organize documents by brand and service. Teams could add information, assign it to specific agents, and manage knowledge from one dashboard.
Brand-Specific AI Agents
We connected the knowledge base to patient support and internal support agents. Each agent could access brand-specific knowledge, shared information, or both, depending on its purpose.
Live Pricing Integration
Agents connected to the live pricing database could reflect current prices in their responses. This reduced reliance on manually maintained pricing documents and helped keep customer answers up to date.
Continuous Agent Training
Teams could review conversations and turn feedback into persistent instructions at brand or agent level. The system also consolidated duplicate or conflicting instructions to keep guidance consistent.
Knowledge Gaps and Escalation
When agents encountered unanswered questions, the platform logged knowledge gaps for review. Agents could provide partial answers where possible and route unresolved queries to human support.
MCP and Support Integration
We built an MCP server so compatible AI tools could update knowledge, revise instructions, and trigger supported actions. Changes were logged, giving teams another way to manage the platform.
More Than 71,000 Questions Later, the Knowledge Was Working at Scale.
With a centralized knowledge base powering patient and internal support agents, CrossEven gained a more consistent way to handle questions across its brands. And with around 71,000 questions handled overall, the platform gives the team a foundation to keep improving how information gets used.
One Place for Knowledge
CrossEven gained a centralized platform for managing information across brands, reducing the need to search through scattered sources or depend on individual team members for answers.
Support at Scale
The platform's analytics recorded approximately 17,000 questions handled in the last 30 days and around 71,000 questions across patient and internal support agents overall.
A System That Learns
Knowledge-gap tracking and conversation-based training gave the team a repeatable way to identify missing information, refine agent instructions, and improve responses as needs changed.
Why It Made Sense for CrossEven
CrossEven needed more than a chatbot. We built a connected knowledge platform that brings brand information, AI training, live data, and integrations together, creating a flexible foundation for current and future workflows.
Centralized Multi-Brand Knowledge Base
Organizes brand-specific and shared information in one dashboard, making knowledge easier to manage, update, and reuse across AI agents.
AI-Powered Support and Live Pricing Integration
Connects patient and internal support agents to relevant knowledge and live pricing data, helping them deliver accurate, up-to-date responses.
Agent Training, Analytics, and Testing
Uses conversation feedback, persistent instructions, performance analytics, and testing to identify knowledge gaps and continuously improve agent responses.
MCP Integration and Human Escalation
Enables compatible AI tools to update knowledge and instructions through MCP, while unanswered questions can be logged or escalated to human support.
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Give Your AI the Right Knowledge
AI agents can only be as useful as the information and instructions behind them.
Have scattered knowledge across teams, brands, or systems?
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He Wang
Founder at Cashbackist, Inc.