Short answer: Humany was a Swedish company with a self-learning FAQ and chatbot that Telia bought in 2017 and built into the ACE contact centre platform as ACE Knowledge. In July 2026 Telia announced that ACE is to be divested to LeadDesk, with completion planned for the fourth quarter. Current users need answers on contract and development. Supportifier is a standalone platform where a reviewed knowledge base drives every channel, phone included.
Anyone who has worked in customer service in Sweden over the past ten years recognises Humany. The company's self-learning FAQ and chatbot were on many Swedish websites, and I have myself procured and run customer service where it was part of the solution. Since 2017 the product has been called ACE Knowledge and is part of Telia's contact centre platform ACE, which Telia has announced it is divesting. This article goes through what that may mean if you use Humany today, and compares the product with Supportifier, which we develop ourselves. So we write as a vendor, take the facts about ACE Knowledge from Telia's own documentation and press releases, and say clearly when something is a judgement.
What happened to Humany, and what is ACE Knowledge today?
Humany was bought by Telia in 2017 and lives on as the knowledge part of Telia ACE, which Telia has announced it is selling. According to Telia's press release from July 2017, Humany was the Nordic market leader in self-learning knowledge systems, with a chatbot and a smart FAQ that adapted to users' behaviour on the site. The company became part of Telia's contact centre business. The name Humany remains in searches and in Telia's technical documentation on GitHub, while the offering is now described as ACE Knowledge on Telia's product page. So check which package, version and contracting party you actually have; an old product name does not tell you everything about today's features.
In July 2026 Telia announced that ACE is to be divested to LeadDesk. According to the press release, ACE is a market-leading contact centre platform with more than 100,000 users in the Nordics, the deal is expected to close in the fourth quarter of 2026, around 90 employees transfer, and Telia continues to sell ACE through a long-term partnership. Check with Telia and LeadDesk whether and when the deal has closed, and what it means for the roadmap, rather than relying on a press release.
What should you do if you use Humany or ACE Knowledge today?
Nothing hasty, but four things before the next contract renewal. According to the press release Telia continues to sell ACE through the partnership with LeadDesk, so there is no reason to switch in a panic. If self-service already solves your questions, switching may be the wrong first step; look instead at which questions do not get a good answer, and why. Is the guide incomplete, does it apply to the wrong customer group, or does the contact route lead to the wrong team?
- Ask in writing what the announced deal means for your contract. Who is the contracting party if it goes through, what happens to price and support routes, and which roadmap applies to ACE Knowledge specifically, not just to ACE as a whole.
- Take stock of your guides. How many exist, how many are used, and when were they last reviewed? The guides are your content whatever the vendor, and an export is the first thing to secure.
- Check the data processing agreement. A new owner can mean new sub-processors, and the agreement should require that you are told.
- Decide before the renewal, not after. Set a date when you either renew with the answers in hand or evaluate an alternative. Letting the contract roll on out of habit is the most expensive choice.
How is the knowledge structured in ACE Knowledge and in Supportifier?
ACE Knowledge is built on guides matched against the customer's question; Supportifier is built on reviewed articles that a language model answers from. According to Telia's documentation, ACE Knowledge is a self-learning knowledge base where each pair of question and answer is called a guide, and the guides are displayed in portals. The system is described as AI-based and self-learning in the sense that it improves its understanding of users' questions and which answers resolve them, with dialogue trees and counter-questions to pin down intent. Editors create guides with text, image and video in a web interface, with versioning and statistics.
It is a mature model for a smart FAQ: the customer types a question, the system finds the best-matching guide and shows its answer verbatim. The strength is control, since the answer is always a written guide. The limitation is that every variant of a question needs a guide or a counter-question, and that the knowledge is built as questions rather than as topics.
Supportifier starts from a knowledge base built as articles, one per question, with reviewed answers, exceptions and internal notes. The knowledge is built from your past tickets, documents and website during onboarding, and you review what should apply. When the customer asks, the system fetches the passages that answer and formulates an answer from them, with the source visible; if the answer is missing, the chat says so and hands over. The difference between an FAQ and such a knowledge base is described in the article on knowledge bases, and why answers must be kept to what has been reviewed in the article on grounded chatbots. Whether and how generative AI is used in the version of ACE Knowledge you are offered is not clear from the documentation we read; ask the vendor, and do not assume your current solution lacks AI or knowledge features.
| Question | ACE Knowledge | Supportifier |
|---|---|---|
| Unit of knowledge | Guide: question, answer, optional counter-questions | Article: question, short answer, steps, exceptions, internal fields |
| How the answer is chosen | Matching against the best guide, self-learning from usage | Retrieval from reviewed articles, answer formulated by a language model with source |
| When the answer is missing | Dialogue tree, contact form | The chat says the answer is missing and hands over; the gap is logged |
| Who builds | Your editors in the web interface | Built together during onboarding, you review |
| Check before switching | Export, categories, widgets and integrations | Which sources and channels are included, who reviews |
Which channels are included?
ACE Knowledge is the knowledge part of a whole contact centre platform; Supportifier is a customer service platform around a knowledge base. According to Telia's administrator documentation, the portal is used by agents, customers and chatbots, and the content is shown through widgets of the types lightbox, inline, list, floating and bot. ACE Knowledge is, according to the documentation, fully incorporated in ACE Agent, the agent's workspace, and ACE Interact. Around it is ACE as a whole: telephony, queues, cases and reporting for contact centres, which is the strength for an organisation with many agents on the phone.
Supportifier has a public help centre, AI form, AI and live chat, email, WhatsApp, Messenger and Instagram Direct, inbox with suggested replies and customer portal, all from the same knowledge base, and customer data from your systems is fetched in the right customer context through connections built during onboarding. The channels are described on the platform page. Phone is included too, with a softphone, phone menu and AI assistance during the call. A large organisation with many agents on the phone may still need a contact centre platform, with Supportifier in front.
What does it cost, and what does the contract look like?
ACE Knowledge is sold as part of Telia ACE, and we have not found a public price list; Supportifier is agreed as a written proposal. For ACE, ask Telia for a proposal for your installation and what the announced deal with LeadDesk means for contract, support and pricing.
Supportifier starts at SEK 79,000 a year for the smallest customers, and every setup is quoted separately. It consists of platform and operations by agreed scope and volume, onboarding and knowledge work as a one-off, and any integrations. It is invoiced annually in advance, and you get price, volume limits and terms in writing before you decide; there is more on the pricing page. At the end of the contract you can request an export of tickets, knowledge base and articles, since the content remains yours. Ask for the same scope, volume, integration responsibility and support level in both proposals, so the comparison shows what is delivered and what you must maintain yourselves.
How are customer data and AI handled?
Ask both vendors where data is stored, whether tickets are used to train models and what happens at any sub-processors. For ACE Knowledge the public documentation is not enough for us to describe it, so put the questions directly to Telia and ask for the data processing agreement.
In Supportifier all customer data is stored within the EU/EEA, customers' tickets are not used to train AI models, a data processing agreement is signed as standard, login uses SSO with domain restriction, and the language model runs with zero data retention, so ticket content is not kept by the provider after an answer has been generated. It is stated on the security page.
How do you switch without losing answers and links?
Plan the transition before you cancel anything. Take stock of published URLs, internal references and how the widget is embedded on the website, and decide which guides to keep, rewrite or archive. If URLs change, the old links should still lead to the right answer.
Then test a sample of common questions in the new environment. Check that no internal instructions are published and that the customer reaches the team when self-service is not enough. Count content review and website changes as part of the project, not as something that sorts itself out afterwards.
When does ACE Knowledge fit, and when does Supportifier fit?
ACE Knowledge fits those who already have or are getting Telia ACE as their contact centre; Supportifier fits those who want the knowledge to be the platform. Our judgement, as a vendor:
- Choose ACE Knowledge if you have Telia ACE for telephony and queues and want the knowledge base built into the same agent workspace, if you have your own editors who want to build guides and dialogue trees, or if you are a large organisation, for example in the public sector, procuring a whole contact centre platform.
- Choose Supportifier if you are a team with a few hundred tickets a week in email, chat, forms, help centre and phone, want the knowledge work done together with the vendor, want the chat to answer from reviewed articles and say when an answer is missing, and want a contract with price and terms in writing in advance.
- Hold off on a new ACE contract until you have answers on what the announced deal means for contract and roadmap, unless you are already a customer.
What to do
- List your twenty most common questions and how many variants they come in. That shows how much work it is to build guides for every variant versus articles per question.
- Ask both for a demo on your own questions, including one that has no answer in the source material. See what happens: a counter-question, a form, or a clear "I don't know" with handover.
- Ask about the deal with LeadDesk. What applies to contract, support, pricing and development if and when it goes through?
- Ask about data and AI. Where is the data stored, are tickets used for training, which model answers and on what terms?
- Calculate the onboarding. Who builds the knowledge, how many hours, and what is included in the price? That calculation is described in the article on the business case for AI, and you can test the numbers in the ROI calculator. To go through your own material with us, book a walkthrough below.
Common questions
Does Humany still exist, and is it the same as ACE Knowledge?
As a company Humany became part of Telia in 2017. The product lives on as ACE Knowledge in Telia's contact centre platform ACE, and the name Humany remains in the technical documentation. The basic idea is the same: a self-learning FAQ with guides, widgets and chatbot. In July 2026 Telia announced that ACE is to be divested to LeadDesk, with completion planned for the fourth quarter of 2026. Check which version and which contract you have.
Is Supportifier a smart FAQ like Humany?
No. A smart FAQ matches the customer's question against a written guide and shows it. Supportifier builds a knowledge base of reviewed articles and lets a language model formulate the answer from them, with the source visible and with handover when the source material lacks an answer. The same articles are used in help centre, forms, chat, inbox and customer portal, so the answer is the same whatever the channel.
Can we move our guides from ACE Knowledge to Supportifier?
Yes, if your contract gives you the right to export and use them. Guides with question and answer are a good basis for a knowledge base, together with your tickets and your website. During onboarding we go through the material, remove duplicates and outdated answers and build articles with short answers, steps and exceptions that you review. Old answers are not automatically treated as current.
Do we need to change contact centre to use Supportifier?
No. Not everything has to be replaced at once. If you have Telia ACE or another system for telephony and queues it can stay, and Supportifier can be used as knowledge base, help centre and chat in front of it. What stays and which connections are needed we decide together during onboarding.
Sources
- Telia förvärvar AI-bolaget Humany — Telia, 2017
- Telia avyttrar mjukvaruplattformen ACE till LeadDesk och ingår ett strategiskt partnerskap — Telia, 2026
- ACE Knowledge — Telia, read 2026
- ACE Knowledge, technical documentation — Telia, read 2026
- What is ACE Knowledge? — Telia ACE documentation, read 2026
- ACE Knowledge in ACE Admin — Telia ACE documentation, read 2026
This article was first published on supportifier.se.
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