KnowCoreAI
Turn resolved tickets into knowledge base articles.
KnowCoreAI analyzes resolved incidents, requests, problems, and conversations to auto-draft structured, cited knowledge base articles for editor review.
- Drafts structured KB articles from resolved incident, request, and problem records.
- Merges multiple tickets that share a root cause into one durable, permanent resolution article.
- Scores each draft for completeness, clarity, and citation accuracy so editors know where to focus.
- Maps content to ITIL 4 article types: Workaround, Known Error, and Technical Guide.
From signal to outcome
Closed record analysis
Reads the resolved ticket's conversation thread, resolution notes, and affected configuration items.
Template matching
Selects the right structure from Workaround, Known Error, or Technical Guide templates based on the record.
Cited synthesis
Generates symptom, root cause, resolution steps, and related asset sections, each linked back to source records.
Quality check and publish
Presents a quality score to the editor for one-click publishing or quick revision.
The situation
At Birikim Holding, INC-2847 was resolved, but mail server queue backlog was the fourth recurring incident in 90 days with still no permanent KB article. Editors rewrote the fix from scratch every time.
The outcome
KnowCoreAI merged the four related records and drafted 'Rerouting traffic to the secondary node during mail server queue backlog' in 2.8 seconds, scoring 8.6/10. Editor Ayse Demir revised one paragraph and published; when the issue recurred the next month, users resolved it via self-service in four minutes.
Common questions
No. KnowCoreAI always produces a draft with a quality score. A human editor reviews, revises if needed, and approves it before anything goes live, keeping a human in the loop on every article.
See KnowCoreAI in your workflow.
Book a demo and we'll show KnowCoreAI working inside the platform — on your real tickets and data.