AI-powered Knowledge Management for a smarter service desk
Create, discover, and govern knowledge with AI, so your team documents less and resolves more.
Articles you write. Knowledge discovered by AI.
InvGate Knowledge Management combines structured authoring with automatic extraction from your operational history. This way your knowledge layer grows even when no one writes a single article.
Knowledge base
Create, maintain, and share structured knowledge articles with AI-assisted drafting. Turn resolved tickets into polished documentation your team and end-users can rely on.
- AI-assisted article generation from resolutions
- Rich media editor with multimedia support
- Multi-level structure and role-based permissions
- User feedback and analytics
Knowledge Discovery
AI analyzes your closed tickets and extracts structured knowledge fragments called Snippets — contextual insights that power AI features without anyone writing a single article.
- Automatic Snippet generation from closed tickets
- Always-on — discovers new knowledge continuously
- Human-in-the-loop governance with moderation queue
- Three visibility levels to control AI behavior
Build a knowledge base that works for everyone
Rich media editor
Multi-level knowledge base
Role-based administration
Transform resolutions into articles
Continuously improve your knowledge base with real user insights
Your closed tickets already hold the answers. Now AI finds them for you.
Most companies don’t have a solid knowledge base, which means their Virtual Service Agents can’t give great answers. Knowledge Discovery changes that. It analyzes closed tickets and turns that information into structured knowledge fragments called Snippets
Closed
tickets
AI
Snippet
Virtual Service Agent
Always-on discovery
Knowledge Discovery isn’t a one-time import. The system analyzes closed tickets on a recurring basis, generating new Snippets as new incidents and requests emerge. Your knowledge layer grows as your operations evolve — even if no one writes a single article.
Governance-first design
In the AI era, your knowledge base is a governance tool that controls what your Virtual Service Agent says. Every Snippet goes through a moderation queue before reaching agents or end-users, and three visibility levels let you decide what powers which AI feature.
Powers AI features directly
Approved Snippets flow into Solution Recommendations for agents and VSA responses for end-users — making deflection more accurate as your operational history grows, without writing a single knowledge base article.
Governance that scales with your trust
Every Snippet starts invisible. You decide when it’s ready to power AI features — step by step.
Snippet is created and available for review and editing only. Not used by any AI feature yet.
Powers Solution Recommendations within active tickets. Agents see AI-suggested answers informed by this Snippet’s context.
Powers both Solution Recommendations and Virtual Service Agent responses. The Snippet now helps deflect tickets for end-users too.
Empower the AI Virtual Service Agent with articles and Snippets
The Virtual Service Agent draws from your articles and AI-discovered Snippets to resolve requests through natural conversation — without human intervention.
About the AI Virtual Service Agent
Benefits of InvGate Knowledge Base
InvGate Service Management’s Knowledge Base will help your company to up its IT support game. Thanks to the 24/7 availability of knowledge articles, end users can help themselves whenever they need to. End users are also helped by available knowledge while filling out self-service tickets, with InvGate Natural Language Technology used to offer up relevant knowledge articles that might allow them to self-help rather than having to wait for service desk assistance.
Increased speed of service restoration
If end-users can help themselves through self-help then it will most likely be a quicker resolution than calling or emailing the service desk. IT support personnel will be able to provide speedier solutions too. This is particularly beneficial to members of staff who might still be learning the ropes.
Discover other Service Management features
Ticket Management
Manage your incidents
AI-Powered
Enhance support efficiency
Self-Service
Encourage self-help
Workflows
Improve IT efficiency
Virtual Service Agent
Conversational ticket resolution
Analytics
Analyze your efforts
Knowledge Management
Build and share knowledge
Change Management
Better manage change
Problem Management
Get proactive
Automation
Automate support processes
ITIL
Employ best practices
SLAs
Prioritize IT operations
MCP
Query service desk data
Gamification
Improve team productivity
Multiple departments
Extend outside IT
Product Catalog
Request and fulfill hardware
Agent Studio
Build governed agents
Clear pricing
No surprises, no hidden fees — just clear, upfront pricing that fits your needs.
Easy migration
Our team ensures your transition to InvGate is fast, smooth, and hassle-free.