AI KB Article Gamification Ideas

[Mike Clemons]

Hello folks! Our organization recently went live with the AI KB article generation feature, and we are trying to get our support agents to use it more frequently. One of the ideas we came up with was to gamify or create a monetary incentive for the quality and usage of folks using the AI KB generation feature. I wanted to reach out to this community and see if anybody has done something like this in the past, or if you have any ideas or tips towards creating a program like this for a temporary period of time while we try to increase adoption of this feature. I'm also looking for any thoughts around how we could identify which articles are proving to be the most useful, whether that's around views likes or some other metric. 

[Ravi Chandra_K]

Hi @Mike Clemons 

I have never heard of anything like this, but it's such a unique thought.

Also the similar to our community here, the community plugin comes with gamification feature. (like points and Ranks)

for every KB generation, there can be points. (Articles generated with KB should have internal tag so that we know which of them are KB generated).

The authors with more No.of helpfuls article or Top Rated articles should get more points.

Kind Regards,

Ravi Chandra 

[Cheryl Wickwire]

Hi Mike, I have implemented programs like this in the past.  I have used metrics such as:  Top 10 Articles Viewed & Top 10 Articles Attached (linked to an Incident) - then the KA Author, SME Approver, and KCS Publisher names are rewarded.  Another one I have done to encourage knowledge creation is looking at an Author's articles to see how many of their articles were useful to others.  Look at How Often their articles are viewed, linked, marked "This Helped" within an Incident, Marked "Helpful" within Articles, and their Average Article Rating.

I hope this gives you some useful ideas.

Thanks,

Cheryl

[shannont]

Hi @Mike Clemons ,

Thanks for posting this topic as Gamification is something that I'd hoped Servicenow would expand to Knowledge in the platform.  As it sits today, it seems to only be available in the Customer Service Management community.  We do have a KCS Recognition program where we utilize our company program to reward our Authors and KCS Coaches for various areas.  Typically, the reward is an email and badge and their leader is copied along with it being posted in our rec platform.  As far as most useful, there are various options such as most linked/reused, viewed, highly rated etc.

[SasiChanthati]

I haven’t work on it, but few ideas and strategies to share. If a company has gone live with AI Knowledge Article Generation in ServiceNow and wants to increase adoption and quality of use by support agents, here are several strategies that can help improve both usage frequency and content quality.

1. Embed AI-Generated Content into Agent Workflow: Auto-suggest drafts during ticket handling (e.g., using Agent Assist). Allow AI to pre-fill KB article templates when resolving cases, reducing manual effort. Add "Convert to KB Article" options directly from incident or case resolution pages.
2. Reward Quality Contributions: Implement badging, points, or gamification in the Now Platform, recognize agents who contribute high-usage or high-rated KBs. Acknowledge improvements on existing articles (not just new ones).
3. Feedback Loop for AI-Generated Articles: Enable agents to rate or flag AI-generated suggestions for usefulness and accuracy. Create a KB review workflow, allow agents to co-author or refine AI content before publishing. Use these feedback signals to retrain the AI model or improve prompts over time.
4. Train Agents on "AI-as-a-Co-Author": Host short enablement sessions on how to review, correct, and publish AI-generated articles. Share examples of good vs. poor AI article outputs. Provide prompting tips for better generation results (if using GenAI input options).
5. Monitor Usage Metrics & Target Gaps: Use Performance Analytics or dashboards to monitor, % of tickets with AI article generation attempted, Article publication rate, Ratings/usefulness of generated articles, identify agents or teams with low usage and offer micro-training or 1:1 enablement.
6. Integrate Article Quality Review Process: Use AI-generated content as drafts, but route through a SME or knowledge manager before final approval. Make sure metadata (e.g., keywords, categories, affected services) is auto filled for better searchability.
7. Internal Campaign Messaging to the internal teams. With specific subjects like, “Productivity with AI-Powered KB Article Creation”. With example body: We’ve rolled out the new AI Knowledge Article Generation feature in ServiceNow!  This tool helps you create draft articles directly from resolved cases – saving time, improving consistency, and sharing knowledge faster. Here’s what you can do:  Use the “Create AI Article” button after resolving a ticket. Review the draft, tweak for accuracy, and submit. Earn recognition for top-rated or most-used articles and finally, Need help? Join our quick enablement session this Friday or check out the AI article creation guide and provide the link to internal doc or video.