What I think we will see in the future is company-wide analysis of anonymised communications with agents, and derivations of common pain points and themes based on that.

Ie, the derivation of “knowledge units” will be passive. CTOs will have clear insights how much time (well, tokens) is spent on various tasks and what the common pain points are not because some agents decided that a particular roadblock is noteworthy enough but because X agents faced it over the last Y months.