Document360 builds AI knowledge base on Azure, ups efficiency and customer engagement

With an aim to help businesses improve document efficiency and transparency, Document360 wanted to build an AI-powered knowledge base and service platform.

Document360 was built on Microsoft Azure so that companies can create, manage, and publish online documentation, including product manuals, SOPs, and wikis.

Document360 supports upward of 100,000 active users a month. The product’s AI-enhanced capabilities have resulted in a 50% increase in customer engagement and reduced operational costs for Document360 by 40%.

With a passion for technology and making information easily accessible—and manageable—for everyone, Saravana Kumar, Founder and CEO of Document360, launched his first software product from the living room of his home in London.

“We are not still operating out of my living room,” jokes Kumar. “But our humble beginnings shape how we operate today. Our goal is to be a company that’s humane, respectful, transparent, and inclusive—which aligns with effective knowledge management.” The focus has paid off. Today, Document360 has more than 300 employees serving thousands of customers around the world.

Unifying knowledge management

Document360 is the fastest-growing product division under the umbrella company Kovai.co. It’s an AI-powered knowledge base and service platform built on Microsoft Azure to help businesses create, manage, and publish online documentation, including product manuals, SOPs, wikis, and more. “Siloed, inaccessible documentation is a common problem,” says Andrew Cloke, Chief Operating Officer at Document360. “Every company needs robust knowledge management, and Document360 is customizable to meet their unique needs.”

Knowing Document360 could gain widespread use, the developers chose to build the platform on Azure for its scalability, performance, enhanced security, and compliance. “Our customers expect top-notch security, and Azure compliance capabilities provide a comprehensive solution under one roof,” says Cloke. Document360 is commonly used by software companies, tech startups, and other highly regulated businesses that need to create and share comprehensive, organized documentation for products or services with a global user base. 

Our customers expect top-notch security, and Azure compliance capabilities provide a comprehensive solution under one roof.

Andrew  Cloke, Chief  Operating Officer, Document360

“The localization and multilingual support through Azure are a critical aspect of Document360 for accessibility, inclusivity, and transparency,” says Kumar. “Document360 meets all language preferences and regional documentation requirements.”

To further enhance user engagement, Document360 used Azure AI, specifically Azure AI Search, to create advanced features like AI-powered search and content management. Azure App Service helped Kumar’s team streamline Document360 web and mobile app services, while Azure SQL fortified its robust database solutions.

“We use Azure App Service as our web layer,” explains Kumar. Azure App Service also helps Document360 developers increase productivity and time to market for new features. The team also employed Azure OpenAI Service and used Azure Logic Apps and Azure Service Bus “to bring it all together,” according to Kumar.

Sustaining values

Sunil Krishna, Vice President of Marketing at Document360, adds, “Having the Microsoft technology stack as a solid foundation helps us build features that address customers’ specific needs. It makes it easy to iterate quickly, experiment, and make changes.” Krishna says that with Azure services, the team can build prototypes, deploy solutions, and architect scalable AI solutions while keeping cost low. “We’ve recently embedded a lot of AI features, which help customers document all their processes, policies, standard operating procedures, etc.”

On average, Document360 supports upward of 100,000 active users a month. “With the reliability of Azure, we can scale and deliver to 100,000 users with minimal latency risk,” says Cloke. The product’s AI-enhanced capabilities have resulted in a 50% increase in customer engagement, while at the same time helping Document360 reduce operational costs by 40%.

With the reliability of Azure, we can scale and deliver to 100,000 users with minimal latency risk.

Andrew Cloke, Chief Operating Officer, Document360

Document360 also used Azure AI to build Ask Eddy, a generative AI solution that helps customers increase rates of self-service and reduce support tickets. “We’re constantly adopting emerging AI technologies into our SaaS products to address real-world customer problems,” says Krishna. “Our generative AI tool kit has vastly eased the process of content creation and management for our customers.”

“Azure helps automate organization, transparency, and create cross-business and societal coherence,” concludes Kumar. “This goes back to our beginnings. Using Azure means that even small companies can do impactful things—and even as we grow, we can retain our agility and responsiveness while retaining our values.”