Everyone’s talking about AI—but if your data is a mess, your virtual agent is just guessing. In this talk, I’ll share how we turned disconnected content and scattered knowledge into something actually useful: a smart, AI-ready service that helps our teams get answers fast. We didn’t just plug in a bot—we built a system where knowledge flows, AI learns, and support gets faster (and less frustrating). If you’ve ever asked, “Why isn’t our AI working?“—this session might be your 42.

Key takeaways:

• Why your virtual agent is only as smart as your data
• How we built a “Knowledge as a Service” setup inside Confluence and Jira Service Management
• Real-life lessons, wins, and mistakes from making AI work for not only IT support teams