AI And Knowledge Management: How to Turn Ticket Resolutions Into Articles

AI And Knowledge Management: How to Turn Ticket Resolutions Into Articles

Feb 28, 2024

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An updated knowledge base is essential to an organization's self-service offering. But keeping it updated is no easy task.

What if you could have artificial intelligence work for you and help you with Knowledge Management? That's what InvGate Service Desk Knowledge Article Generation feature does!

The Knowledge Article Generation feature allows you to transform service incident resolutions into knowledge article drafts in under 30 seconds (based on internal testing). The result? Time savings for help desk agents and updated knowledge base for the rest of your employees.

Implementing AI in your knowledge base entails three main benefits:

  • Automated drafting.
  • A complete knowledge base.
  • Self-service promotion.

This new feature is part of the InvGate Service Desk AI Hub, a series of capabilities that put AI in the service of IT teams to enable every other team in the company.

You can check them out in this playlist:

Key moments:
00:00:00 Introduction
00:00:42 Using AI in Knowledge Management
00:00:57 How to turn a ticket resolution into a knowledge article with AI
00:02:15 Reviewing the AI-generated knowledge article draft
00:03:04 Benefits of using AI for Knowledge Management
00:03:28 Conclusion

You can find more information on InvGate Service Desk here:

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