KnowledgeForge：从 ITSM 工单中挖掘知识金矿
原标题：KnowledgeForge: mining gold from the ITSM ticket graveyard
AI 摘要
AWS 机器学习博客介绍了 KnowledgeForge，一个利用生成式 AI 从 ITSM 工单中挖掘知识并优化知识库的系统。该系统通过 Amazon Bedrock、S3 Vectors 和 Step Functions 等 AWS 服务，自动生成知识文章并进行去重、质量评分和内容改进，最终由知识管理员审核。该方案旨在解决企业 IT 支持中知识沉淀不足和知识库混乱的问题。
正文节选
KnowledgeForge: mining gold from the ITSM ticket graveyard KnowledgeForge is about mining gold from the IT Service Management (ITSM) ticket graveyard: the resolved incident tickets whose knowledge never reaches a knowledge base article. Enterprise IT support teams resolve thousands of tickets every month, and each one holds something useful: a symptom, a root cause, and the fix an engineer applied. That knowledge stays locked in ticket history, where the next engineer to hit the same problem won