Topic
knowledge base
Our articles on knowledge base. Practical pieces on AI in the IT service desk, ticket automation, and integrations.
Problem management with AI: find root causes across tickets
Problem management automation with AI clusters recurring incidents, traces the shared root cause, and attaches the known error fix automatically.
Read more →Ticket deflection rate: what it is and how to raise it honestly
Ticket deflection rate measures issues resolved before they consume agent time. Learn how to measure it honestly and raise it without frustrating users.
Read more →Why your self-service portal fails (and how AI fixes it)
Most self-service portals have under 30% adoption. Learn how AI transforms your portal from a frustrating search engine into a conversational resolution tool.
Read more →IT knowledge management | how AI builds your knowledge base while you work
Nobody has time to write knowledge articles. Learn how AI extracts solutions from resolved tickets and builds your knowledge base automatically over time.
Read more →Stop solving the same ticket twice | automate recurring issues
40-60% of service desk tickets are recurring issues. Learn how AI captures solutions and automates them so your team never solves the same problem twice.
Read more →What is Agentic RAG? And why your service desk needs it
Agentic RAG lets AI agents autonomously retrieve and act on knowledge to resolve IT tickets. Learn how it transforms service desk operations.
Read more →How to improve First Call Resolution with AI on your service desk
Boost your First Call Resolution rate by 15-25 percentage points using AI-powered knowledge suggestions. Practical tips for service desk managers.
Read more →7 tips for building an effective IT knowledge base
Practical tips for building and maintaining an IT knowledge base that makes your service desk faster. From structure to AI-powered automation.
Read more →How AI builds your IT knowledge base automatically | the KEDB flywheel
The KEDB flywheel turns every resolved ticket into reusable knowledge. Learn how AI automatically builds and improves your IT knowledge base.
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