An enterprise organization used Generative AI to automatically generate and maintain knowledge articles for its self-service portal. The solution reduced dependency on support teams, improved issue resolution speed, and enhanced user satisfaction - all while keeping content up to date at scale.

The organization relied heavily on outsourced helpdesk and internal support teams for issue resolution, with limited adoption of its self-service portal. Existing knowledge articles were outdated, manually written, and difficult to maintain. Creating high-quality, consistent content at scale was time-consuming - resulting in inconsistent user experience and high support volumes for routine queries.

We implemented a Generative AI solution that analyzed historical support tickets and existing FAQs to identify common issues and generate knowledge articles in a consistent, easy-to-understand format. The system prioritized topics based on support volume and resolution patterns. Articles were published directly into the organization’s support platform (e.g. ServiceNow, Zendesk), ensuring seamless integration into existing workflows. Human-in-the-loop review ensured accuracy before publishing. An optional solution capability is to identify high-traffic or low-resolution topics and suggest potential updates based on recent ticket trends.