AI Agents
Discovery Express

Knowledge

Knowledge & IT Helpdesk Agent

Answers internal questions and closes L1 tickets in Slack, Teams and WhatsApp, from your own documents.

PilotReviewed September 3, 2026
Slack / Teams · Knowledge & IT Helpdesk
Demo data

  1. Employee

    How many vacation days carry over to next year? And my VPN is not connecting.

  2. Agent

    Up to 5 days carry over, per the 2026 policy (Confluence, HR handbook, section 4.2). For the VPN, I am resetting your certificate now.

  3. ITSM · ticket 2291 opened and closed · action: VPN certificate reset · source cited

  4. Handoff to a person

    Access to the finance folder requested: above the sensitivity level, routed to IT for approval.

Slack / TeamsConfluenceGoogle DriveSharePoint
KPI it moves
50 to 70% of L1 tickets resolvedPilot target
Channels
Slack / TeamsWeb chatWhatsApp
Integrates
  • Confluence
  • Google Drive
  • SharePoint
  • Jira
  • ITSM (ServiceNow, Freshservice)
  • DaCodes Desk
An employee typing a question on a laptop beside a binder of policies
Knowledge

What it does

Every internal question answered from your own documents.

Where it lives

Your cloud, your repo, your IP.

1. Receives 2. Looks up 3. Decides 4. Acts 5. Escalates 6. Learns

Channels

  • Slack / Teams
  • Web chat
  • WhatsApp

Knowledge & IT Helpdesk Agent

03Decides

Systems it integrates

  • Confluence
  • Google Drive
  • SharePoint
  • Jira
  • ITSM (ServiceNow, Freshservice)
  • DaCodes Desk

A person on your team

01

Receives

Takes the question or ticket in Slack, Teams, web chat or WhatsApp and identifies the employee.

02

Looks up

Searches Confluence, Drive, the ITSM knowledge base and Jira, with the permissions of the person asking.

03

Decides

Chooses between answering with a cited source, running an approved action or opening a ticket.

04

Acts

Answers with the citation, resets the password, grants the access or opens the ticket with context.

05

Escalates

Routes L2 issues, security events and anything without a source to the right queue.

06

Learns

Flags stale documents to their owners from thumbs down and resolved tickets.

KPI it moves

Targets set, being measured.

These are the numbers we sign in the KPI Contract, not results, until the pilot closes.

Proof Ledger
Pilot targets

Target, being measured

50 to 70%

L1 tickets resolved without a person

Pilot target, measured in your ITSM during the pilot. DaCodes, Sep 2026

Target

Target, being measured

Under 1 minute

First response

Pilot target, measured in your ITSM during the pilot. DaCodes, Sep 2026

Target
Reviewed September 3, 2026

How it is governed

Every action has an owner, an eval and a limit.

Set in the Blueprint, enforced by the Govern layer of the platform.

Govern · Approval queue
Demo data

Waiting for a person

Access to the finance drive · above sensitivity level 2

Request from Slack · owner: IT

Weekly eval

Passing

Answer accuracy with citation

95.8%

Last 8 runs
92.7% → 95.8%

Permission leakage test · 0 answers from restricted documents

Limit, enforced

2 restricted documents skipped in the last answer

Human approvals

  • Catalog of actions it may run (resets, access) approved by IT
  • Access grants above a sensitivity level

Typical evals

  • Answer accuracy with citation on a weekly sample
  • Permission leakage tests: never an answer from a document the person cannot open

Limits

  • Reads with the permissions of the person asking
  • No actions outside the approved catalog

Time to production

8 to 12 weeks

of pilot to production under a KPI Contract, after a Blueprint of 1 to 2 weeks

2 to 4 weeks of tuning on your sources, permissions and action catalog inside the pilot. The Desk module is already built.

DaCodes delivery standard, Sep 2026. Integration is the long pole, not the model.

How we deploy
The four phases
Commitment gate

  1. 01Discovery Express

    2 sessions, no cost

  2. 02Blueprint

    1 to 2 weeks

  3. 03Pilot

    8 to 12 weeks

  4. 04Scale & Managed

    Continuous

  • Pilot, first 8 weeks
  • Up to week 12 of the pilot
  • This agent: 2 to 4 weeks of tuning, inside the pilot
  • Commitment gate: the KPI decides Scale

Proof and demo

What backs the label.

Proof Ledger note

Pilot

Running today. The figures above are targets signed in the KPI Contract until the pilot closes.

Reviewed September 3, 2026

Where this agent sits on the maturity policy

  1. Reference architecture
  2. PilotToday
  3. In production

The Discovery Express shows this agent on your data, live. Two sessions, no cost.

See this agent with your data

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FAQ

Direct answers.

No. It reads with the permissions of the person asking, and permission leakage is one of the evals we run every week.

Only the ones IT puts in the catalog: password resets, access grants under a sensitivity level, ticket creation. Everything else opens a ticket with context.

Yes, plus web chat and WhatsApp. Same agent, same sources, same permissions.

Which process do we automate first?

Two discovery sessions, no cost, and you leave with two or three quick wins whether or not you build with us.

We reply in under one business day.

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