Thought Industries Launches Lens to Flag Conflicting Customer Guidance

Thought Industries launched Lens on Tuesday, Oct. 20, at 9 a.m. ET (13:00 UTC), adding a beta product to flag conflicts in customer guidance and pairing it with Academy in a new Customer Knowledge AI Platform.

Lens connects to existing academies, product documentation, help centers and blogs without moving their content. Its agents can surface conflicting passages for review and apply guidance rules that teams write in plain language. Customer questions feed back into the knowledge layer, helping teams identify gaps in the material.

The product is designed to make guidance available inside products, through customer support and the web, and through Academy and customers’ AI tools. Lens agents can also complete workflows and help keep guidance current as products change.

Inconsistent company information can affect answers from AI agents that use it. That risk is explored in coverage of company documentation used by AI agents.

Clyde Seepersad, senior vice president and general manager of education at The Linux Foundation, said the organization was interested in using Lens. “We're excited to put Lens to work,” he said.