The (knowledge) base for AI success

Picture a busy service desk. IT staff working hard. AI humming away in the background. Everything seemingly set up for success… with absolutely no result. The issue? The underlying knowledge base. Thin, unstructured, out of date. This is the wall most IT teams are about to hit. But not you. Our upcoming product launch has all the tools you need to make sure your knowledge base works for you and AI.

Your building blocks for solid foundations

Everyone loves solving an IT challenge. Writing it up afterwards? Not so much. And that’s where the first cracks appear. Because a knowledge base that isn’t up to scratch doesn't just slow down your team. It completely voids your AI investment.

We've purposely built our AI features to only ever provide well-founded answers – but these are derived from your knowledge base. This makes the quality of your knowledge base and the information you add to it crucial for success. That’s why the teams that get real results don’t just flick on AI features; they get their foundation in order first. Our 3 new connected solutions help you build that solid base, too. Starting July 2026, all of our plans include:

1. The redesigned Knowledge Base Explorer

Is your knowledge base hard to navigate and keep up to date? Let the redesigned Knowledge Base Explorer take the reins. Your team can now group knowledge into folders, set permissions, and keep active content clearly separated from the archive. Finding the right article takes mere seconds (and maintaining the whole thing is just as easy).

2. Access to the webinar ‘How to set up your knowledge base for AI success'

Sadly, a well-organized knowledge base doesn’t just appear out of thin air – it’s developed intentionally. The webinar on July 21 covers what that looks like in practice:

• How to structure a knowledge base
• How to make capturing knowledge a team habit
• How solid knowledge management directly unlocks AI features

Practical, no-fluff guidance that helps you set up your knowledge base for AI success. You can sign up here.

3. The new Knowledge Management Service ‘Get Ready for AI’

For teams that want expert help, our consultants are now on call for a targeted clean-up or a full knowledge management setup from scratch. They help you set up your knowledge base and ensure you know how to maintain it. Because when your operators develop the habit of filling and adjusting your knowledge base, that creates the rocket fuel for (agentic) AI.

Contact your account manager for more information about the 'Get Ready for AI’ Service.

All these efforts matter. Because the very knowledge base your team doesn't have time to build is exactly what AI needs to suggest good answers. Get it right, and everything downstream gets better automatically.

Have a look at our 3 new AI features.

Let AI take it from there

You've determined what knowledge your AI gets to build on. Now it’s time to successfully put these advanced features to work. With the trio of new AI features now available in the Excellent plan, your knowledge base becomes a springboard for faster, smarter, and more consistent service. Always on your terms, with your guardrails in place.

1. AI Translation

One click to read any incoming ticket in the operator's own language. They can help any user, in any language, without leaving the platform. The language gap closes for the whole team. Available in August.

2. AI Writing Assistant

Need a friendlier, shorter, perhaps more professional response? AI rewrites your draft in seconds. Now everyone on the team writes clearly, regardless of how long they've been with you or what language they think in. Available now.

3. AI Answer Assistant

Surface a ready-to-use answer pulled from the matching knowledge item in a single click. Even your newest operator now has access to the answer your team has already perfected. Common issues get handled faster and don’t require digging through the knowledge base. Available in July.

And with all of these features, your team stays in control. AI suggests, they decide. Nothing is sent automatically. These tools simply work in unison to uplift the whole team. Now every operator, regardless of experience or language, can consistently deliver great service.

So, there we are. That same service desk now has the tools and strategy to actually get AI to work for them. And, like we said, teams that get the foundation right set themselves up for everything downstream to work better. Less repetitive work. Faster answers. Consistent service quality across the board. It’s a valuable next step and we’re here to help you take it.

And we’d love to keep you up to speed, because we’re far from done yet. Keep an eye on our TOPdesk Community for an up-to-date overview of everything we’re releasing with AI, what's coming next, and the philosophy and policy behind it.