The first one — and the doctrine it left behind.
TracE is MillerKnoll’s IT Service Desk Copilot and the first agent AI Solutions Engineering ever put into production — built and still run by non-developers. Getting it working meant teaching AI to read thousands of knowledge articles that were never written for retrieval, and the hard lessons became the house doctrine: deterministic, structured-knowledge-first, cite-or-abstain.
What it is today
A production copilot for the Service Desk — and the origin of the pipeline and doctrine the rest of the portfolio runs on.
Used every day by the team it was built for
A point-in-time snapshot from the production environment. Deeper usage analytics are tracked in Copilot Studio and flagged below.
of 75 provisioned
~53% daily adoption across Level 1 & Level 2 technicians
What TracE taught the whole portfolio
Getting AI to answer reliably from thousands of articles surfaced three rules — now the standard every later MillerKnoll agent is built on.
Structured-knowledge-first
Unstructured prose confuses retrieval and invites a guess; tables and single-topic articles ground answers. 2,000+ articles were restructured to that standard.
Cite-or-abstain
Every answer links its source. When the documentation isn’t there, TracE says so and guides next steps — it never fills the gap with an invented answer.
Mentor, not chatbot
A supportive team-lead persona: a short summary, numbered steps, the reminders that matter, and the source — so a technician acts with confidence.
POC to production, then a pipeline
Service Desk Copilot POC begins
A single agent grounded on 100+ curated ITKB PDFs; model testing across GPT 3.5 → 4.0 → 4.1 with a small group of technicians.
UAT with the Service Desk team
Expanded testing on real Service Desk queries ahead of production.
Production — AISE’s first
Promoted to the Copilot Agents environment for live use by the Service Desk team. The portfolio’s first production agent.
Confluence re-architecture
Power Platform connector to three Confluence spaces, daily indexing, 2,000+ articles restructured, glossaries authored. PDFs demoted to fallback.
Managed deployment pipeline
New managed environments — Copilot Agents DEV → TEST → PROD — with TracE a priority migration; the governed pipeline other agents now inherit.
Where it stands
TracE runs in production for the Service Desk team — 75 technicians, ~40 daily active — on a Confluence-first, daily-indexed knowledge base. Its successor, the IT Support Agent, is now in Test and will supersede TracE when it goes live. Its real legacy is doctrinal: the deterministic, structured-knowledge-first, cite-or-abstain approach proven here is the standard every later MillerKnoll agent — DJ, Oscar, AutoBid, and the rest — is built on.