Build your Knowledge with AI

Generate articles from your tickets using AI to easily build out your knowledge.

Generate KB articles with AI

In OneDesk AI Article Generation works like this:

Click ‘Generate Article with AI‘ from a ticket
The AI removes personal information and generates a detailed and formatted draft article highlighting the causes and solution to the issue.
An agent can edit the article if desired, then Publish the article to the Knowledgebase.

Knowledge creation is as simple as that!

Build up your knowledgebase

AI generation allows you to easily and naturally create new articles as your team works on tickets.

Easily document your resolutions

There's no need to spend hours documenting the steps taken to resolve an issue. AI can document it for your team instead.

Works in-sync with AI agent and copilot

In OneDesk your AI agent and copilot features are trained on your content. Meaning that the more articles you create the smarter your AI chat agent also gets!

Knowledge base built-in

OneDesk’s AI powered help desk includes a full customer help center, complete with a knowledgebase, so you can work on tickets and customize your knowledgebase in the same platform.

Foster community

Enable community features on your knowledgebase so end-users can ask questions and help each other.

Branded and personalized

Customize the knowledgebase with your own categories, colors, logos, featured articles, and more.

AI powered search

The knowledgebase also integrates AI for your end-users, so they can get helpful AI summaries when searching.

Explore the benefits of AI-powered knowledge creation

Unlock all the benefits of adding AI powered knowledge base article generation.

Rapid knowledge creation

AI instantly converts resolved ticket into draft articles, saving agents hours of manual writing time.

Enhanced ticket deflection

Fill your help center with solutions, so customers can find answers, lowering ticket volume

Consistent tone

AI standardizes language and formatting, so instructions are professional and easy to follow.

AI synergy

OneDesk's AI features work together so your AI Chat Agent learns more as you generate articles.

Relevant topics

Generating articles from tickets means your articles are relevant to actual customer needs.

Faster agent onboarding

Your KB serves as a comprehensive training resource, helping new hires find answers faster.

FAQ

What is AI Knowledge Creation?

AI Knowledge Creation is a feature of help desk and customer service tools. It allows the agents to create and generate articles easily from tickets.

How can I create a knowledgebase article based on a ticket?

The easiest way to create a knowledgebase article from a ticket is to use AI Article Generation. This feature available with OneDesk's Enterprise plan, allows you to simply click 'Generate Article' from a ticket. This generates a draft article. The article is formatted with clear causes and resolution steps based on the ticket details and conversation history, while removing any personal information.

What are the benefits of AI Knowledge Creation?

Here are a few of the benefits of AI Knowledge Creation:

Saves time and creates new articles quickly
Allows agents to focus on resolving tickets rather than documenting resolutions
Articles are based on real-world issues
Standardizes the tone and format of articles
Works in-sync with the AI agent by building out its repository of knowledge

Can I use AI generation to create articles for an internal knowledgebase?

Yes! OneDesk provides both an internal (agent-facing) and external (end-user/customer-facing) knowledgebase. After generating an article, you can decide where you want to publish it.

Can I try the article generation feature?

Yes article generation is an enterprise feature that is included in the OneDesk free trial. The trial includes AI credits to try any feature, including article generation.

Elevate your knowledge creation

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