KnowledgeForge: mining gold from the ITSM ticket graveyard
AWS open-sources KnowledgeForge to auto-generate knowledge base articles from ITSM tickets using Bedrock
“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.”
AWS published a reference architecture called KnowledgeForge that uses Amazon Bedrock (Claude Sonnet 4.5) to extract knowledge from resolved IT support tickets and generate or curate knowledge base articles, with a human reviewer in the loop before publishing. The system pairs generative AI for content creation with S3 Vectors for semantic duplicate detection and Step Functions for orchestration. It is notable as a concrete enterprise document-processing pattern using Bedrock, but is primarily a sample/tutorial rather than a major product launch or research finding.