Agentic AI - Automated KB Generation is a cutting-edge ServiceNow Agentic AI application that automates the creation of knowledge articles by analyzing and clustering tickets. Using advanced AI algorithms, the application identifies patterns and groups similar tickets, and generates detailed knowledge articles containing issue summaries, troubleshooting steps, and Q&A using ServiceNow AI Agents. This solution empowers enterprises to reduce resolution times, improve self-service capabilities, and enhance operational efficiency by turning tickets data into a valuable knowledge resource.
Business Challenge:
Enterprise organizations struggle with increasing workloads and delayed resolution times driven by high ticket volumes, knowledge gaps, and manual, inconsistent processes. The absence of actionable insights and automation results in operational inefficiencies and frequent SLA breaches.
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High-Volume Knowledge Article Generation:
Agentic AI autonomously crafts structured knowledge articles, extracting key insights from previously resolved incidents data. Each article includes detailed issue descriptions, troubleshooting steps, Q&A sections, and AI-driven solutions, formatted in rich HTML for seamless readability. Optimal for Now Assist AI Search and other ServiceNow AI-related tools.
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Context-Aware AI Agents:
ServiceNow AI Agents everywhere deeply analyze incident data descriptions, resolutions, and categories to generate contextually relevant knowledge articles. AI ensures that articles are aligned with real-world enterprise challenges specific to the customers, dynamically adapting content based on historical trends and evolving incident patterns.
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Scalable Processing:
Built to handle large volumes of incidents efficiently, enabling enterprises to process and generate knowledge articles at scale with limited manual intervention.
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Seamless Integration:
AI Agents integrates natively with ServiceNow’s Knowledge Management module, ensuring smooth creation and accessibility of AI-generated articles within the platform.
- Launched AI-driven knowledge article generation to automate incidents resolution documentation.
- Uses ServiceNow AI Agents for incident analysis, and knowledge article creation.
- Automatically inserts Agentic AI generated knowledge articles into the knowledge table for streamlined access within ServiceNow Knowledge Management.
- Generates and provides a link to the created knowledge articles in the knowledge table, accessible from the Now Assist Admin Panel.
Predictive intelligence(com.glide.platform_ml)
Now Assist AI Agents(sn_aia)
Now Assist for IT Service Management (ITSM) (sn_itsm_gen_ai)