Letting the data design the docs

Rather than guess what the next-gen IT Support Agent should cover, Anna pointed AI at the evidence. She used the Teamwork Graph to review every ticket submitted to the IT Service Desk in the last 90 days, and had AI surface the trends — what associates actually contact the desk about, and how often.

She then cross-referenced those trends against current IT documentation to answer a precise question: for the things people actually need help with, is the right documentation even there? Where it wasn’t, that became the content roadmap.

Then she went a step further. For each common issue, she checked whether a MillerKnoll-facing associate doc existed — and where only an internal IT doc did, determined whether its steps could be lifted and reshaped into associate-facing self-service content, so associates can fix things themselves before a ticket is ever created.