AI Knowledge Base

The Self-building Knowledge Base

Cascade builds your knowledge base from the Tier 1 and Tier 2 answers your IT and HR teams already give, turning every resolved ticket into an answer employees can get instantly. Coverage grows as your team works, and AI-automated ticket resolution grows with it.

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Your best answers already exist

The best answers in your company are already written, in the reply an IT analyst sends to restore an account or the note an HR specialist writes to explain a leave policy. Then the ticket closes, and the answer disappears. That’s why AI support often stalls. An agent handling Tier 1 and Tier 2 requests is only as good as the library behind it, and that library starts falling behind the moment people get busy.

Most companies are not short on knowledge. They’re short on memory.

Cascade builds the knowledge base from those same Tier 1 and Tier 2 responses, so an answer given once becomes an answer the system gives every time after. The hard part, writing each article from scratch, is the part that goes away.

3.2
HOURS LOST

The average employee loses more than 3 hours of productivity with each IT support ticket. That loss impacts your goals.

+ 30% INCREASE
IN AUTOMATION

Before implementing
Cascade’s AI Knowledge Base: 40% of help desk requests are repetitive, low-complexity questions. In a short window after using the agent, that number grew to more than 70% with clients.

$70
AVERAGE COST

of a single manual password reset handled by the service desk, before accounting for lost employee productivity while they wait

Sources: Exclaimer IT Leadership Survey, 2024; Gartner Group; Forrester Research

Resolution climbs as coverage grows.

As the library fills in from real responses, the AI resolves more on its own. At one large enterprise, it handled roughly 40 percent of incoming Tier 1 and Tier 2 tickets at the start. Once the knowledge base began building itself from the team’s own answers, resolution climbed to about 70 percent, using work the team was already doing every day. Cascade holds answers at 99 percent accuracy as the library grows, so coverage and quality climb together.

Before AI Knowledge Base

40% AI Ticket Resolution Rate

After AI Knowledge Base

70% of Tickets Resolved

How the library builds itself

Capture knowledge from resolved Tier 1 and Tier 2 tickets, so documentation becomes a byproduct of the work.

See what the library answers today and where gaps still remain.

Grow coverage continuously from real work instead of periodic cleanup projects.

Your knowledge base, your approvals.

Cascade interprets every IT request against your documentation, the employee’s actual identity and access profile, and your organizational context, then resolves it. What employees experience as a fast, private support conversation is, in the same moment, real-time operational intelligence for IT.

Human Stays On the Loop

Cascade proposes knowledge from real ticket responses, and a person approves what becomes canonical, so employees see vetted answers rather than whatever a model inferred.

Review stays lightweight. Cascade shows the difference between the library you have today and what it suggests adding, so approving new knowledge is a glance and a click instead of a blank page.

Reviewing is always easier than writing.

Every answer plays by your ruleS

Cascade answers within each employee’s permissions and follows your real policy instead of inventing a plausible reply.

Every answer traces back to its source, so a wrong one gets fixed at the root rather than patched on the surface.

Everything stays visible and reversible through dashboards and an audit trail, so an owner can inspect any answer and correct it where it started.

One library for IT and HR

The same loop that turns IT incidents into trusted runbooks turns HR questions into trusted policy answers, so one governed library serves both teams from the expertise they already create.

Cascade sits on top of the systems you already run as the intelligence layer that keeps organizational knowledge useful long after a ticket closes.