Approved sources
Product documentation, runbooks, incident records, network procedures
AI Knowledge Base for IT & Telecoms SupportWhich runbook applies to this incident?
iKB helps telecoms, support and engineering teams search product guides and incident procedures, with approved Jira, Confluence and GitHub read actions.
The everyday problem
Why technology teams need cited answers.
Telecoms, IT and support teams work from product guides, runbooks and incident records that grow every week. During an incident, engineers need the right runbook immediately, and support agents need consistent answers across chat and tickets. Knowledge is often split across Confluence, Jira, GitHub and shared drives.
Who uses it: Network operations and IT support, customer support agents, site reliability and engineering teams.
Example questions
- “Which runbook applies to this alarm code?”
- “What changed in the last release for this product feature?”
- “What is the approved workaround for this known issue?”
Illustrations of what teams could test. Not customer data.
Example workflow
Test a real business question.
- 01
Find the product or incident runbook
Start with the material approved for the topic: product documentation, runbooks, incident records, network procedures.
- 02
Guide a support conversation
Search product guides and incident runbooks: step-by-step response procedures. Guide support with approved Jira, Confluence and GitHub read actions. Review channel details and recorded human handovers in configured Chatwoot / OMNI conversations. Prepare reusable knowledge articles.
- 03
Transfer a configured Chatwoot conversation to an agent
Apply topic permissions and approve access to external tools and services.
Plan your evaluation
What to test with your team.
Common tasks
Search product guides and incident runbooks: step-by-step response procedures. Guide support with approved Jira, Confluence and GitHub read actions. Review channel details and recorded human handovers in configured Chatwoot / OMNI conversations. Prepare reusable knowledge articles.
Access and human review
Apply topic permissions and approve access to external tools and services.
What to test
Choose a real business question, approved source material and a reviewer. Test missing information, exceptions and access restrictions before expanding use.
These examples show possible evaluation tasks. They are not customer case studies, verified results or a guarantee of regulatory compliance.
Straight answers
Technology questions, answered.
Can iKB read from Jira, Confluence and GitHub?
Yes, through approved connectors. Each topic decides which connections and read actions are allowed, and connected actions need approval before they run.
Can a chat be passed to a person?
Yes. In configured Chatwoot / OMNI channels, a conversation can be handed over to an agent, and the handover reason is recorded for review.
Test iKB on your team's questions.
Bring sample sources and clear requirements. Review the answers and controls before rollout.