Authoring and Scaling KlariVis’s First Enterprise Knowledge Base with AI Integration

As delivery leader at KlariVis, I took full ownership of building and maintaining the company's inaugural knowledge base using Helpjuice, establishing a centralized, self-service resource that transformed how clients and internal teams accessed product documentation. This initiative addressed a critical gap: fragmented support materials that slowed onboarding and increased ticket volume.

I authored and curated over 90 high-quality articles, incorporating step-by-step tutorials, release notes, how-to guides, and embedded instructional videos. Content was structured for clarity and searchability—covering core platform features like data aggregation, profitability insights, deposit forecasting, and analytics dashboards—while ensuring compliance with banking standards for accuracy and accessibility.

To elevate efficiency, I led the integration of Helpjuice's AI capabilities, including Swifty AI Chatbot and AI-powered semantic search. This allowed users to ask natural-language questions and receive instant, context-aware answers grounded directly in our knowledge base content. By training the AI on our curated articles and videos, we created a proactive support layer that reduced manual ticket handling and accelerated client self-resolution.

Leadership extended to governance: I established content update processes, version control, analytics tracking (via Helpjuice dashboards), and cross-functional reviews with Product and Support teams. The impact was significant—onboarding time for new bank users decreased notably, and support tickets dropped as clients could find answers faster through AI-driven discovery. This project not only improved customer satisfaction but also freed internal resources for higher-value strategic work, demonstrating how structured knowledge management with AI augmentation drives operational excellence in fintech.