AI is revolutionizing customer service, and a comprehensive knowledge management system is essential for its success. A well-structured knowledge base fuels the AI machine, providing accurate and up-to-date information to customers while reducing the workload of support teams. Knowledge management involves creating resources, identifying gaps, implementing systems, developing workflows, and continuously updating content. In the age of AI, a robust knowledge management process is crucial for delivering exceptional customer experiences, as it ensures that AI-driven support experiences are accurate, efficient, and personalized. By following best practices, such as using terms customers are using, simplifying language, creating a consistent experience, adding context to answers, and leveraging an AI-first platform, organizations can build a future-ready knowledge management process that powers their AI-powered customer service solution.