AI and knowledge
L1/L2 support assistance: classification, history and Jira and Confluence knowledge lookups with references.
In support, understanding the request and finding the relevant knowledge are recurring steps. Access to information also has to respect each person’s role.
A service desk project that brings together classification, support context, persistent conversations and cited knowledge lookups. Access controls, curation and satisfaction ratings are part of the workflow.
Naya organizes the support conversation around the context of the request. Classification and persistent history help keep information together throughout the interaction, while knowledge lookups can surface references from Jira and Confluence. The project focuses on the first- and second-level support journey.
Support knowledge needs owners and access limits. That is why the feature set includes access policies, curation and satisfaction ratings, alongside the conversation with the assistant. Any adaptation should choose the request types, the authorized sources and how answers will be reviewed before expanding the assistant’s scope.
FROM PROJECT TO OPERATIONS
Illustrative scenarios to picture how this work can be applied in a company’s day-to-day operations.
GROUP / AI and knowledge
Choose the starting point closest to your challenge. Each offer proposes a scope of work based on the experience of this project.
Who it’s for Service desks that need better context on incoming requests.
Design the initial conversation for one category of tickets, with the classification and information the support team needs to understand the request and carry the case forward.
Who it’s for Teams that keep support procedures and knowledge in Jira and Confluence.
Build assisted lookups across the chosen sources, showing references and respecting the access rules agreed for each support group.
Who it’s for Support leaders and the people who maintain support procedures.
Organize the work of the people who select and review the knowledge the assistant uses, connecting owners, rated interactions and content updates.
We can combine offers and adapt the deliverables. Data, integrations, acceptance criteria, timeline and investment are defined in the proposal for your company.
Let’s design your scope