KNOWLEDGE BASE GENERATION

Knowledge Base Generation

Automatically generate, maintain, and optimize your knowledge base. Turn resolved tickets, internal documents, and company policies into structured, searchable articles, without asking anyone to write them by hand.

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USE CASES

How Knowledge Base Generation helps your teams

Harmony knowledge base generation in the Harmony console

Auto-generate KB articles: from resolved requests and agent interactions

Unify scattered sources: transform Confluence, Notion, and SharePoint pages, PDFs, and past requests into one structured knowledge base

Harmony knowledge base generation in the Harmony console

Keep documentation current: by detecting outdated content and suggesting updates

Power self-service deflection: surface the right article before a ticket is ever created

KEY BENEFITS

Documentation that writes itself

#1

Eliminates the #1 blocker to self-service: empty or outdated knowledge bases

90%

Cuts KB creation effort by 90%: no more chasing teams across the company for articles

Always Improving

Improves continuously: based on what employees actually search for and what resolves their issues

Higher Resolution

Feeds directly into the AI Service Desk Agent: for higher autonomous resolution rates

CAPABILITIES

Powerful capabilities built for enterprise IT

  • AI-driven article generation: from request resolutions, past knowledge, and internal docs
  • Automatic content gap detection: identifies topics employees ask about with no coverage
  • Staleness detection: rewrite suggestions based on changing processes
  • Approval workflows: for IT review before publishing
  • Multi-format ingestion: Confluence, SharePoint, Google Docs, PDFs, Slack threads, and more
RELATED INTEGRATIONS

Ingest knowledge from the sources your teams already maintain

FAQ

Harmony’s Knowledge Base combines the best of your existing documentation with AI-powered knowledge creation.

Unified knowledge: connect and synchronize content from your existing knowledge sources - such as Confluence, Notion, SharePoint, and Freshservice KB - so Harmony’s AI can instantly search and answer from your organization’s collective knowledge.

Harmony Insights: continuously improve your knowledge base by automatically identifying knowledge gaps and generating new article suggestions based on patterns detected across resolved support conversations.