As products scale and customer expectations rise, documentation and support teams face a familiar challenge: knowledge needs to grow faster,but headcount can’t.

While Knowledge-Centered Service (KCS) provides a proven framework for capturing and improving knowledge as work happens, sustaining high-quality, crowd-sourced contributions remains difficult.

Contributors struggle with time, structure, and confidence. Review cycles slow teams down. Standards are hard to enforce consistently.

This is where AI becomes a force multiplier.

In this webinar, Sally Stumbo, Senior Tech Writer at Cortex, will explore how AI can enhance KCS practices by reducing friction for contributors, improving content quality at the point of creation, and enabling teams to scale knowledge without compromising trust or clarity.

You’ll learn how modern documentation teams are combining KCS principles with AI assistance to empower engineers, SMEs, and support agents to contribute confidently, while maintaining governance, consistency, and quality.

What You’ll Learn

By the end of this webinar, you’ll be able to:

• Understand how KCS and AI complement each other in modern documentation workflows.
• Identify common barriers to crowd-sourced contributions and how AI helps remove them.
• Enable engineers, SMEs, and support teams to contribute with confidence.
• Use AI to improve clarity, consistency, tone, and structure automatically.
• Maintain trust, accuracy, and governance in AI-assisted knowledge creation.
• Scale your documentation and knowledge base sustainably.

You’ll walk away with a clear roadmap for building a collaborative, AI-augmented documentation engine that empowers contributors, upholds standards, and helps your knowledge scale as quickly as your product.

About the Speaker

Sally Stumbo is a technical writer with over 10 years of experience helping fast-growing engineering teams scale their knowledge and documentation practices. She began her career as a technical support engineer at Duo Security, later transitioning into technical writing where she helped establish Duo’s KCS program. Since then, she has led documentation and knowledge management initiatives at Panther Labs and Censys, and now oversees documentation at Cortex, where she is launching a new KCS program and driving modern, AI-assisted knowledge workflows.