AutoKB: The AI Knowledge Base Generator That Writes Articles From Solved Cases

What KB coverage actually costs when it slips

Support knowledge bases fail quietly. Nobody files a ticket saying "your article was out of date," they just escalate to an agent, and the cost shows up as handle time instead of as a content problem.

The math is worth running on your own numbers. Take the top 20 ticket intents by volume. For each one, check whether an article exists, and whether the last update predates the most recent product change that affects it. In most support orgs a third of that list fails one of those two tests, and each failure routes a ticket that self-service should have absorbed.

At Dropbox, IrisAgent saved 160,000 agent minutes and cut average handle time by 2 minutes per ticket. A meaningful share of that came from answers being present and current at the moment of the query rather than being written after the third escalation.

AutoKB closes that loop on ingest. Resolved tickets become candidate articles, gap detection ranks what is missing by the volume it would deflect, and every generated answer is validated against its source before it publishes. Validated accuracy stays above 95%, compared with the 15% to 30% hallucination rate of ungrounded models.