Company knowledge lives in three places that rarely talk: the formal record of SOPs and policy, the tribal knowledge nobody wrote down, and the how-tos for the software you run, like an ERP. Finding an answer means knowing which place to look and who to ask.
One search index will not tie those together, because each source is shaped differently. So the work is structuring each one and tiling them into a single answer: a written policy, an unwritten practice, and an ERP how-to resolving one question instead of sitting in three silos.
The agent takes knowledge in as well as out, and grows from how people use it, so it does not go stale the way a one-time knowledge base does. The team stops being the only copy of what it knows.