The Viv KM pipeline turns the hundreds of questions your office answers every week into a growing, searchable, AI-powered knowledge base — reviewed and approved by your team before anything goes public.
No more answering the same question twenty times. No more inconsistent responses across staff. One approved answer — the right one — delivered automatically to every resident who asks.
Nothing is published without your team's review. Every step is logged. Every article is attributable.
A resident question comes in via chatbot, email, or 311. It hits the KM inbox as a ticket.
The assigned staff member writes the canonical answer. AI suggests phrasing based on similar approved answers.
Automated check flags PII, legal liability language, outdated dates, and accessibility issues before any human review.
A manager approves, requests changes, or escalates. No article publishes without an explicit approval action.
The article goes live in the knowledge base and the chatbot begins answering the question automatically from this moment on.
Before any draft reaches a reviewer, an automated quality gate checks for common issues that create legal, privacy, or accessibility risks.
Draft contains a resident account number (123-456) — remove before publishing.
Deadline date "March 15, 2025" is in the past — confirm current deadline.
Grade 12.4 reading level — recommend simplifying to grade 8 for accessibility.
No legal risk language detected. No external URLs that resolve to errors.
Each approved article reduces staff workload going forward. The knowledge base compounds — the more you add, the less work comes in.
Core questions across your main departments are documented. Staff still handle the tail.
Seasonal questions, edge cases, and second-tier FAQs fill in. Escalations drop significantly.
Staff answer only genuinely complex or unusual questions. Everything else runs on autopilot.
We'll walk you through a live demo on a real municipal knowledge base — from incoming inquiry to published article to automatic chatbot answer.
Book a 30-Minute Demo