{"id":55403,"date":"2026-06-29T17:00:01","date_gmt":"2026-06-29T16:00:01","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=55403"},"modified":"2026-06-29T14:44:14","modified_gmt":"2026-06-29T13:44:14","slug":"knowledge-base-for-ai-success","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/knowledge-base-for-ai-success\/","title":{"rendered":"The (knowledge) base for AI success"},"content":{"rendered":"<p>Picture a busy service desk. IT staff working hard. AI humming away in the background. Everything seemingly set up for success\u2026 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 Thin, unstructured, out of date.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 <em>and<\/em> AI.<\/p>\n<h2>Your building blocks for solid foundations<\/h2>\n<p>Everyone loves solving an IT challenge. Writing it up afterwards? Not so much. And that\u2019s where the first cracks appear. Because a knowledge base that isn\u2019t up to scratch doesn&#8217;t just slow down your team. <em>It completely voids your AI investment<\/em>.<\/p>\n<p>We&#8217;ve purposely built our AI features to only ever provide well-founded answers \u2013 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\u2019s why the teams that get real results don\u2019t 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:<\/p>\n<h3>1. The redesigned Knowledge Base Explorer<\/h3>\n<p>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).<\/p>\n<h3>2. Access to the webinar \u2018How to set up your knowledge base for AI success&#8217;<\/h3>\n<p>Sadly, a well-organized knowledge base doesn\u2019t just appear out of thin air \u2013 it\u2019s developed intentionally. The webinar on July 21 covers what that looks like in practice:<\/p>\n<ul>\n<li>How to structure a knowledge base<\/li>\n<li>How to make capturing knowledge a team habit<\/li>\n<li>How solid knowledge management directly unlocks AI features<\/li>\n<\/ul>\n<p>Practical, no-fluff guidance that helps you set up your knowledge base for AI success. You can <a href=\"https:\/\/www.topdesk.com\/en\/webinars\/features\/build-a-knowledge-base\/\">sign up here<\/a>.<\/p>\n<h3>3. The new Knowledge Management Service \u2018Get Ready for AI\u2019<\/h3>\n<p>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\u202fyour\u202fknowledge base\u202fand ensure you know how to\u202fmaintain\u202fit. Because when your operators develop the habit of filling and adjusting your knowledge base, that creates the rocket fuel for (agentic) AI.<\/p>\n<p>Contact your account manager for more information about the &#8216;Get Ready for AI\u2019 Service.<\/p>\n<p>All these efforts matter. Because the very knowledge base your team doesn&#8217;t have time to build is <em>exactly<\/em> what AI needs to suggest good answers. Get it right, and everything downstream gets better automatically.<\/p>\n<p>Have a look at our 3 new AI features.<\/p>\n<h2>Let AI take it from there<\/h2>\n<p>You&#8217;ve determined what knowledge your AI gets to build on. Now it\u2019s time to successfully put these advanced features to work. With the trio of new AI features now available in <a href=\"https:\/\/www.topdesk.com\/en\/pricing\/\">the Excellent plan<\/a>, your knowledge base becomes a springboard for faster, smarter, and more consistent service. Always on your terms, with your guardrails in place.<\/p>\n<h3>1. AI Translation<\/h3>\n<p>One click to read any incoming ticket in the operator&#8217;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.<\/p>\n<h3>2. AI Writing Assistant<\/h3>\n<p>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&#8217;ve been with you or what language they think in. Available now.<\/p>\n<h3>3. AI Answer Assistant<\/h3>\n<p>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\u2019t require digging through the knowledge base. Available in July.<\/p>\n<p>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.<\/p>\n<p>So, there we are. That same service desk now has the tools and strategy to <em>actually<\/em> 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\u2019s a valuable next step and we\u2019re here to help you take it.<\/p>\n<p>And we\u2019d love to keep you up to speed, because we\u2019re far from done yet. Keep an eye on our TOPdesk Community for an up-to-date overview of everything we\u2019re releasing with AI, what&#8217;s coming next, and the philosophy and policy behind it.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Picture a busy service desk. IT staff working hard. AI humming away in the background. Everything seemingly set up for success\u2026 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<\/p>\n","protected":false},"author":235,"featured_media":55412,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-55403","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The (knowledge) base for AI success | TOPdesk<\/title>\n<meta name=\"description\" content=\"Read why our upcoming product launch hands you all the tools you need to make sure your knowledge base works for you and AI.\" \/>\n<meta name=\"robots\" content=\"index, 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