Netcall adds AI tools to Liberty Spark for process knowledge

What happened

Netcall has introduced three new AI-powered capabilities within its Liberty Spark platform, aimed at capturing institutional process knowledge, enabling staff to search documented processes, and converting approved requirements directly into working applications.

The additions build on Liberty Spark's existing low-code application development capabilities, extending the platform's use of AI from process documentation through to deployment, according to Call Centre Helper.

Why it matters

This update reflects a broader shift in low-code and process-automation platforms: AI is increasingly being used not just to generate code, but to preserve and surface institutional knowledge that often lives only in the heads of long-serving staff or in scattered documentation. By allowing organisations to capture how processes actually work and then search that knowledge, Netcall is addressing a persistent operational risk — the loss of process expertise when employees leave or teams restructure.

The move from documented requirements to working applications also shortens the gap between business analysis and deployment, a step that has traditionally required significant manual translation between stakeholders and developers. For organisations running citizen- or customer-facing services, faster, more accurate translation of approved requirements into live applications could reduce the lag between identifying a service gap and fixing it.

The Renascence take

Most coverage of AI-enabled low-code tools focuses on speed — faster builds, fewer developers needed. The more interesting story here is about memory, not speed: capturing tacit process knowledge before it walks out the door.

Institutional knowledge is one of the most under-managed assets in service organisations — it sits in people's heads, not in systems, and it quietly erodes with every resignation or reorg. Tools that let AI document, search and operationalise "how we actually do things" are solving a service-design problem as much as a technical one. The operators who benefit most won't be those who adopt this fastest, but those who use it to formally audit and standardise processes they've never actually written down.