USU Knowledge Management

What USU Knowledge Management is

USU Knowledge Management helps IT organizations capture, maintain and deliver knowledge through AI-driven workflows, search and chatbots. Its knowledge base supports templates, guided troubleshooting, multimedia, decision trees, versioning, access rights, translations and configurable workflows. Semantic, self-learning search can retrieve answers from federated sources such as SharePoint and file systems, including within ticket workflows. Chatbots can guide users to articles, start self-healing routines or log tickets, using a multi-bot architecture powered by large language models. Editorial tools assist with translation, quality checks and hallucination prevention, and can combine smaller articles into longer documents. Analytics track failed searches, document use, feedback and workflow duration; e-learning includes questionnaires, tests and completion tracking. Integrations include Salesforce, Zendesk, Intercom and Slack, and a public API supports custom systems and automation. Deployment options include on-premises and cloud-based SaaS, with Windows Server and Linux support. Pricing is available on request, rather than stated on the product page.