Solutions
AI Knowledge Management for Services, Change, and Support
Give every interaction a great answer. From the portal to chat to the agent console, the same trusted knowledge powers self-service, speeds ticket resolution, and standardizes change.
Accelerate Knowledge
Creation
Creation
Unify Knowledge
Across Systems
Across Systems
Boost Ticket Deflection
and Self-Service
and Self-Service
Enable Knowledge
Centered Support
Centered Support
Detect and Fill
Knowledge Gaps
Knowledge Gaps
Continuously Improve
Through Learning
Through Learning
Accelerate Knowledge
Creation
Creation
Unify Knowledge
Across Systems
Across Systems
Boost Ticket Deflection
and Self-Service
and Self-Service
Enable Knowledge
Centered Support
Centered Support
Detect and Fill
Knowledge Gaps
Knowledge Gaps
Continuously Improve
Through Learning
Through Learning
Accelerate Knowledge
Creation
Creation
Unify Knowledge
Across Systems
Across Systems
Boost Ticket Deflection
and Self-Service
and Self-Service
Enable Knowledge
Centered Support
Centered Support
Detect and Fill
Knowledge Gaps
Knowledge Gaps
Continuously Improve
Through Learning
Through Learning
Why This Matters Now
End users and agents speak in real language; most knowledge bases don't . The result: repeat tickets, stale content, and “I can’t find it.”
AI Knowledge Management closes the gap
with semantic understanding, predictive
upkeep, and instant article creation from
your trusted sources—so answers are
accurate, cited, and available wherever
work happens.
What It Is
An AI layer for search, creation, classification, governance, and delivery that plugs into your portals, chat/virtual agents, and ticketing tools. It ingests PDFs/Word/PPT, wikis, and external portal via API; cleans and de-dupes content; auto classifies submissions; and serves the right answer in real time-often before the user finishes typing.
How It Works
Ingest & Normalize
Connect internal and external sources; bulk upload hundreds of files; schedule syncs from wikis and doc portals. Content is parsed, normalized, and enriched.
Understand & Classify
Semantic/NL search recognizes synonyms and alternate terms. AI auto-classifies new submissions; duplicate detection merges overlaps; related content is linked.
Deliver & Deflect
In portal, chat, and agent assist,AI provides proactive, type-ahead suggestions and semantic matches-returning what the user meant, not just what they typed . Unresolved queries can auto-route to an agent with full context.
Measure & Improve
Search analytics reveal intent patterns and gaps. Predictive signals highlight what content you'll need before tickets spike. Editors get AI summaries of long docs and update prompts as articles drift.
Capabilities
Capabilities You’ll
Actually Use
Trusted Answers With
Citations
Summarized responses grounded in your KB, with a citation on every AI answer to built confidence
Search That Fits The
User
Natural-language, Boolean, and keyword engines improve
first-contact resolution.
Instant Agent
Handoff
Unresolved questions redirect to human support with context intact.
Authoring
superpowers
AI rewrites for clarity/tone/grammar; ticket-to-article
summarization in a click.
Auto-Classification &
Governance
No-code taxonomies, mandatory fields before publish, de dupe, and “related content” linking
Bulk Content Ops
Quickly import or update content; schedule API syncs from external repositories
Personalization
Role/location/customer/region-aware results.
Omnichannel
Delivery
Portal, chatbot/VA, email/SMS snippets, and agent-assist sidebars.
AI That Reduces Risk
and
Busywork
RAG-Based Answers: Pull directly from your approved
knowledge sources—not the open web.
knowledge sources—not the open web.
Predictive Gap Analysis: Flags weak spots by
product/region before they hit operations.
product/region before they hit operations.
Update Forecasting: Predicts which articles need
refresh based on drift and usage trends.
refresh based on drift and usage trends.
Impact-Aware Ranking: Orders results by relevance,
success rates, and user feedback.
success rates, and user feedback.
Reviewer Automation: Auto-suggests owners for
high-impact topics (e.g., security/regulatory) and
enforces review SLAs.
high-impact topics (e.g., security/regulatory) and
enforces review SLAs.
Compliance Awareness: Detects HIPAA/PCI/SOX
topics and routes to the right owners.
topics and routes to the right owners.
Reduce Support Costs &
Empower
Self-Service
Raise self-service success with accurate,
summarized answers and clear citations.
summarized answers and clear citations.
Deflect repetitive tickets through proactive
recommendations and related-content links.
recommendations and related-content links.
Instant escalation for unresolved queries drives
faster handoffs and higher CSAT.
faster handoffs and higher CSAT.
Boost Productivity &
Collaboration
Across Teams
Capture insights at issue creation so institutional
memory isn’t lost.
memory isn’t lost.
Index documents instantly (PDFs, Word, slides) so
they’re searchable and usable as answer sources.
they’re searchable and usable as answer sources.
Batch management tools save hours on bulk
imports and updates.
imports and updates.
Workflows, notifications, and ITIL-aligned approvals
keep contributions moving across teams.
keep contributions moving across teams.
Deliver Accurate, Relevant Info
Exactly
When Needed
Centralize content so everyone relies on the latest
procedures and best practices.
procedures and best practices.
Advanced categorization and filtering help users
pinpoint answers—even in large KBs.
pinpoint answers—even in large KBs.
Attach rich media (screenshots/files) to reduce
ambiguity and speed resolution.
ambiguity and speed resolution.
Built For
Your Ecosystem
Works with your chatbot/VA, self-service portal, and ticketing tools. CMDB and customer data can scope answers to a specific account or environment. Pre built Power BI/Tableau connectors broadcast KM KPIs to leadership—no manual exports.
Make Smarter Decisions
With
Usage Insights
Search patterns & usage trends expose knowledge
gaps and guide new content.
gaps and guide new content.
Article performance metrics (problem-solving
scores, ratings, proposal-based measures) keep
quality high.
scores, ratings, proposal-based measures) keep
quality high.
Trend data prioritizes new guides and enhancements aligned to real demand.
Security, Privacy, and
Trust
(Responsible AI)
Data is encrypted at rest and in transit. Access can
be restricted by customer/project/region, with
configurable retention and purge policies.
HIPAA-ready posture; SOC/ISO packs and uptime
SLAs available for review. Clear, customer-visible
roadmap for AI and automation.
be restricted by customer/project/region, with
configurable retention and purge policies.
HIPAA-ready posture; SOC/ISO packs and uptime
SLAs available for review. Clear, customer-visible
roadmap for AI and automation.
FAQ
Does the platform recognize synonyms and natural language?
Yes—semantic search understands alternate terms and conversational queries, ranking by
relevance, success rate, and feedback.
Can we integrate with chatbots, VAs, and portals?
Yes—native hooks/APIs deliver answers in real time during interactions; unresolved queries
can route to agents instantly.
Will analytics show what users meant and where content is missing?
Yes—intent analytics plus AI recommendations for missing topics; regulatory/compliance
gaps are flagged automatically.
Can AI auto-classify new submissions and detect duplicates?
Yes—auto-classification, de-dupe, and “related content” linking keep the KB clean.
Can the system ingest external sources automatically?
Yes—scheduled pulls from wikis and documentation portals mapped into your taxonomy.
Will AI help authors produce and maintain content?
Yes—summarize long docs into concise articles, rewrite for clarity, and generate snippets for portal, email, and chat.
Can we personalize results by role, region, or customer?
Yes—fine-grained policies tailor and prioritize content for specific audiences.
Do you support audit-ready reporting and retention controls?
Yes—on-demand exports for effectiveness/adoption; configurable retention and purge.
Is there a defined AI roadmap and 24/7 support?
Yes—customer-visible roadmap; enterprise support including follow-the-sun options.
Turn Knowledge Into The Front Door Of Service And Give Every Interaction A Great Answer.
Authority
Discover Why Fortune 100
Enterprise
Trust Serviceaide
Gartner
“I absolutely love their support! Any Question I have, not matter how small or silly, someone always gets back to me in a timely fashion. There are always very friendly and will do everything they can to assist.”
Gartner
“There is nothing that I don’t like about ChangeGear! The setup and maintenance is very intuitive. Any questions I have are quickly answered by their friendly staff. It’s a product that just works”
Dana Hogan
” Serviceaide has given us a broad platform that is flexible, will scale with our business, and allow us to manage all aspects of our IT infrastructure and expand service and support across the enterprise”
Fabio Dias
“Even with the structural growth, there was no increase in costs or the need to hire more IT professionals to manage the environment, as some processes were automated and it was possible to use the workforce for other activities.”
David Goldstein
“Getting a device’s information collected and properly categorized is critical to success. If you get it wrong and classify everything as ‘critical,’ then you create a situation where the overhead becomes unmanageable."
Antônio Guimarães
“Giving managers a view of the performance of their business and serving the end user in the same tool sets it apart”
Lu Yu
“Luma's conversational skills, ease of building new skills and the flexible external system API calling ability are very helpful for Gemdale to expand and deploy new property service capabilities very quickly.”
Mr. Ou
“Luma is a good tandem of business and IT, helping to quantify the demand for property services and driving IT to continue to create value for the business. "
Brandi Dayhaw
“The Serviceaide team delivered. ChangeGear required a simple configuration and was out-of-the box. The local team in Florida was responsive and available."
Corey Smith
“Suggestion Center is still the most impressive AI feature to me. That’s the one that most directly impacts time savings and helps our IT staff help end-users. A close follow up is the Field Recommender. "
Fernando Mejia
“Serviceaide’s Intelligent Service Management freed up my developers to work on other, more valuable projects. Above all, our highest value is addressing the bottom line."
Cynthia Robinson
“Customers really like the new self-service portal as well as the ability to email their requests directly to the service-tracking tool.”
Rico Alonzo
“I was particularly impressed by Serviceaide’s commitment to an AI-first approach to development and introduction of AI capabilities such as the Virtual Agent, and Copilot."
Shannon Smith
“By automating many of our manual processes, we can quickly ramp up each time we expand into a new market."
Gartner
“I absolutely love their support! Any Question I have, not matter how small or silly, someone always gets back to me in a timely fashion. There are always very friendly and will do everything they can to assist.”
Gartner
“There is nothing that I don’t like about ChangeGear! The setup and maintenance is very intuitive. Any questions I have are quickly answered by their friendly staff. It’s a product that just works”
Dana Hogan
” Serviceaide has given us a broad platform that is flexible, will scale with our business, and allow us to manage all aspects of our IT infrastructure and expand service and support across the enterprise”
Fabio Dias
“Even with the structural growth, there was no increase in costs or the need to hire more IT professionals to manage the environment, as some processes were automated and it was possible to use the workforce for other activities.”
David Goldstein
“Getting a device’s information collected and properly categorized is critical to success. If you get it wrong and classify everything as ‘critical,’ then you create a situation where the overhead becomes unmanageable."
Antônio Guimarães
“Giving managers a view of the performance of their business and serving the end user in the same tool sets it apart”
Lu Yu
“Luma's conversational skills, ease of building new skills and the flexible external system API calling ability are very helpful for Gemdale to expand and deploy new property service capabilities very quickly.”
Mr. Ou
“Luma is a good tandem of business and IT, helping to quantify the demand for property services and driving IT to continue to create value for the business. "
Brandi Dayhaw
“The Serviceaide team delivered. ChangeGear required a simple configuration and was out-of-the box. The local team in Florida was responsive and available."
Corey Smith
“Suggestion Center is still the most impressive AI feature to me. That’s the one that most directly impacts time savings and helps our IT staff help end-users. A close follow up is the Field Recommender. "
Fernando Mejia
“Serviceaide’s Intelligent Service Management freed up my developers to work on other, more valuable projects. Above all, our highest value is addressing the bottom line."
Cynthia Robinson
“Customers really like the new self-service portal as well as the ability to email their requests directly to the service-tracking tool.”
Rico Alonzo
“I was particularly impressed by Serviceaide’s commitment to an AI-first approach to development and introduction of AI capabilities such as the Virtual Agent, and Copilot."
Shannon Smith
“By automating many of our manual processes, we can quickly ramp up each time we expand into a new market."
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