AI-Driven Autonomous Knowledge Assistants for Enterprise IT Helpdesks

In today’s complex information technology (IT) environment, enterprises utilise increasingly sophisticated products and know-how to support critical business operations. Conventional IT assistance mechanisms are costly in terms of time, human resources, and finances. An alternative strategy is to implement an enterprise IT helpdesk knowledge assistant to answer questions and solve problems, primarily for first- and second-line IT Support and Service Desks. Such an autonomous knowledge assistant is an augmented and continuously assisted chatbot powered by artificial intelligence (AI) technologies. It supports omnichannel access, replicates the judgement and experience of human experts, continuously gathers insights from support conversations, provides recommendations for good practices and detection-prevention-action workflows, and ensures data governance. Although the enterprise knowledge assistant is primarily geared towards IT, it can be adapted for self-service in different business functions and industries. AI-driven autonomous knowledge assistants deploy AI technologies, including advanced Natural Language Processing (NLP) techniques, to ingest content, train large Transformer text generators with dedicated knowledge, and converse with users, drawing on internal company resources such as documentation, previously closed incidents, troubleshooting guides, run-book procedures, best practices, and ServiceNow CMDB data. Users may be service desk agents, system administrators, remote work users, colleagues providing assistance, or anyone else engaged in the operations and maintenance of the IT enterprise systems. These autonomous knowledge assistants overcome the data-privacy challenges of ChatGPT and similar systems by ingesting external content to create their own proprietary large language model.