Thought Industries launches Lens to check product knowledge

Thought Industries, which sells customer training software, launched Lens. Lens is an AI product that checks product knowledge for sources that disagree, before customers see it. The company says AI tools answer customers from many different sources, and one question can get two different answers. It says customers who get stuck between answers use the product less.

How it works

Lens connects to existing sources, such as the help center and product documentation. Nothing moves. Agents, which are AI software that works on its own, look for sources that disagree. The business sets trust rules in plain language, and the agents update the guidance for that product when it changes.

The proof

The company gave no test results or numbers. The Linux Foundation plans to use Lens. Its head of education says the foundation keeps control of the content shown.

What is not known

Thought Industries says other tools often find information and do not show which source is correct. That is its view of rival tools. The source does not say if a person approves the updates that the agents make.

Insight: The new aim is to judge which source is right

Agents in Lens update guidance when a product changes, and no source says a person approves it. Agents from Gremlin make no change until an engineer approves. Thought Industries now sells itself as the judge of the correct source. This reads as a bid to own the gate for answers. Find out who approves a change before a tool edits your help content.