Building a closed-loop knowledge system for AI-powered IT support at Box

Box IT's development of Gizmo, an AI-powered IT support assistant, highlighted the importance of a robust and dynamic knowledge system as the foundation for effective AI support. While the initial focus was on creating a seamless user experience through platforms like Slack, the real challenge lay in ensuring the underlying knowledge was current, structured, and managed. To address this, Box IT implemented a closed-loop knowledge system utilizing Box's tools for intake, authoring, metadata classification, and workflow governance. This system emphasizes that AI support is not merely about a chatbot interface but hinges on high-quality, well-governed knowledge. The process involves transforming raw support content into structured, AI-ready articles, ensuring metadata-driven content retrieval, and using AI for article creation and quality control. By continuously analyzing support demand through the Knowledge Gap Advisor, Box IT ensures the knowledge base remains relevant and accurate. This approach underscores the necessity of integrating human oversight with AI capabilities to maintain trust and reliability in AI support systems, paving the way for potential expansion into other service domains beyond IT support.

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