Christian Maccarone, General Manager – Digital Product at Bupa, shares how KMS Lighthouse became a foundational part of Bupa’s digital ecosystem – enabling teams to access accurate, governed knowledge instantly and deliver consistent answers across service channels.
With the introduction of KMS Lighthouse, customer‑facing agents achieved a 79.8% search success rate — meaning there is an 80% likelihood that any agent lands on the right article at the right moment. This level of accuracy is spectacular for Bupa, significantly improving resolution times, confidence, and overall service quality.
Christian explains how KMS Lighthouse enhances findability, reduces internal complexity, and empowers teams with AI‑driven, structured knowledge — ultimately elevating operational efficiency and delivering a stronger customer experience across the organization.
