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Wednesday, 19 August 2026

KnowledgeForge: mining gold from the ITSM ticket graveyard

Amazon Web Services 1 month ago 3

KnowledgeForge mines resolved ITSM incident tickets that never became knowledge base articles and also cleans up the existing knowledge base by classifying, deduplicating, scoring, and improving articles. It flags duplicates using Amazon S3 Vectors by starting with a cosine distance threshold of 0.05 (and a top-K of 5) for nearest-neighbor matches. Knowledge-manager-reviewed drafts are then curated into an embedded, deduplicated knowledge base so the next generation run can reuse those vectors as grounded reference context.

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AI Infrastructure Enterprise AI AWS Retrieval-Augmented Generation

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