Name
Turning Tickets into Fixes: Building a Living Knowledge Base for Field and Support Teams
Date & Time
Wednesday, November 19, 2025, 10:50 AM - 11:20 AM
Speakers
Description
· Mapping the pipeline: Jira to AI summaries to standardised docs to searchable KB to chatbot
· Setting guardrails: role-based access, validations, and audit trail to keep trust high
· Proving value: mean time to resolution, escalation rate, and duplicate tickets reduced
· Meeting the business where it is: change tactics that drive frontline adoption