AI for the Service Desk

[CleaB]

Hi,

I am looking for foundational requirements that are required before an organization starts to build an AI Search tool for the Service Desk to use for providing support. 

Do they need a mature knowledge practice in place?  Or a strategy in place to stand up a knowledge practice ?

thanks

[Lynda1]

Every time I come across this question, my answer is a single word.  Yes.

It is wise to have a mature knowledge practice, but that takes time to grow. Research KCS. You will get a lot of information.

You want some type of process to ensure the knowledge base is kept up to date and the information is accurate.