How InvGate’s AI Hub Helps Generate IT Incident Knowledge Articles Automatically
In today’s fast-paced and complex business environment, maintaining a knowledge base of articles that explain how to perform tasks and resolve common issues is essential. This knowledge base can help employees find instructions on various topics, from onboarding to troubleshooting workplace apps. However, creating these articles has traditionally been a time-consuming and outdated process. That is until InvGate introduced its AI Hub.
InvGate, a Buenos Aires-based company with 16 years of experience, recently launched its AI Hub, a tool powered by large language models (LLMs) that automatically turns incident response conversations into knowledge base entries. This innovative solution marks a significant step forward in simplifying the process of creating knowledge base articles.
According to Ariel Gesto, Invgate’s founder and CEO, the AI Hub allows agents to select specific incidents they want to turn into knowledge articles. The tool then uses AI summarization techniques to transform these conversations into digestible and conversational knowledge base entries. This approach not only saves time but also offloads some of the work from IT support teams.
To access the AI Hub, customers must already be using InvGate’s IT Service, Enterprise, or Asset Management platforms and Service Desk software. The pricing for these offerings starts at $300 per year per support agent. By leveraging its existing sources of information related to incidents solved on its platform, InvGate ensures that the AI Hub has access to relevant and secure data.
In terms of security, InvGate complies with SOC 2 standards and encrypts customer information. Moreover, customers have control over the information they share with the AI Hub and can filter out any sensitive data they don’t want to include.
The AI Hub is powered by Microsoft’s Azure OpenAI cloud service and local versions of open-source models such as Meta’s Llama 2. This flexible system allows InvGate to accommodate multiple AI models, providing customers with a range of options.
InvGate’s impressive track record and roster of customers speak to the reliability and usefulness of its IT asset management and customer response software. Notable organizations such as NASA, McDonald’s, PwC, and Toyota have already embraced InvGate’s solutions. Many of these companies switched from legacy support management systems to benefit from InvGate’s omnichannel approach, which allows support tickets to be created from various sources, including email and Microsoft Teams.
With the launch of the AI Hub, InvGate aims to enhance its customers’ efficiency and help IT teams solve problems faster. By automating the generation of knowledge base articles, InvGate reduces the time spent searching for information, enabling IT teams to focus on more critical tasks.
Overall, InvGate’s AI Hub represents a significant advancement in knowledge base management. By harnessing the power of AI, InvGate is revolutionizing the way companies create and utilize knowledge articles, making it easier than ever for employees to access the information they need.