Introducing Knowledge Packs

Curated, industry-grade knowledge that plugs straight into your support — starting with electric vehicles.

A Knowledge Pack is a body of expert, vertical-specific knowledge that we maintain centrally and make available inside Atender. It lets your agents and your AI answer questions that were never in your own documentation — without you sourcing, cleaning, or maintaining any of it.

Once a pack is on, it's fused into the same retrieval your agents already use. A question comes in, and Atender searches your Knowledge Base, your handbook, and any enabled packs at once, then returns one ranked answer. Your own content still wins when it's the better match; the pack fills in everything underneath. Nothing new to learn — the knowledge just shows up where your team already looks.

What makes packs work in practice:

• Product-aware. Packs carry manufacturer, model, and year metadata, so when a conversation is about a specific product, Atender searches only the manuals that apply.
• Traceable. Every pack answer cites the exact manual, section, and page, and links to the original document.
• People and AI. Pack knowledge appears in Sidekick for human agents and feeds the AI specialists in your Agent Stacks.
• Targeted. You enable packs deliberately, per specialist — available doesn't mean everywhere.

First pack: EV charging & battery

We're launching with the hardest, fastest-growing corner of EV support: charging and the battery.

The pack covers 261 electric and plug-in models across 75 brands — Tesla, BMW, Mercedes-Benz, Hyundai, BYD, Nio, Xpeng and a long tail of newer marques. For each, we focused on the parts of the manual that matter for support: charging, the battery, and the car's charging system.

The unique part: we matched those vehicle manuals with the manuals for the charging infrastructure itself — home wall boxes, public chargers, cables and connectors. Most charging problems aren't a car problem or a charger problem in isolation; they're the interaction between the two. With both sides documented and searchable together, your agent can actually debug a failed charge — decode the fault from both ends and tell the customer whether it's the car's settings, the cable, or the charger, with the page to prove it.

Current version: 2026.06.14, growing as new models and chargers ship.

What's next

EV is the first vertical, not the last. The same model applies to any industry where customers need help with products buried in manuals — HVAC, white goods, insurance, and more. Each new pack arrives the same way: curated by us, kept current, and fused into the retrieval your agents already trust.

Available this week. The EV charging & battery pack rolls out to customers this week. Once it's on for your account, enable it per specialist in Agent Stack → the specialist's Knowledge tab → Knowledge Packs, the same place you manage Knowledge Base access. Support electric vehicles or charging hardware and want early access? Get in touch and we'll switch it on.