Healthcare knowledge base
A healthcare software support team was answering the same tickets over and over, while past solutions sat locked in closed tickets. I designed an AI-powered knowledge base that turns resolved tickets into trusted, searchable articles — with a human always in the loop.
Overview
The answer already exists — in a closed ticket nobody can find.
An AI-powered knowledge base for a support team handling thousands of tickets across a dozen medical products. Every resolved ticket held a real answer, but it stayed locked in a closed case. I designed a platform that turns those tickets into structured, searchable articles — with AI drafting the first version and support experts reviewing before anything publishes.
The hard part
A knowledge base lives or dies on trust. In healthcare support, a stale or wrong answer can misguide a clinic. AI could draft articles fast, but nothing could publish unchecked. The challenge was a system fast enough to keep up with ticket volume, yet safe enough that a human expert signs off on every article, with duplicates caught before they multiply.
Research & insights
What the research told me
Agents kept solving problems that had already been solved — the answers were trapped in closed cases.
No one would use a knowledge base unless an expert had verified the answer first.
Similar tickets could spawn conflicting articles, so duplicate detection had to happen before publishing.
How I worked
Learn the support workflow
I interviewed agents and mapped how tickets get resolved to see where knowledge was being lost.
Design the AI-to-human flow
I shaped how AI drafts an article from a ticket and hands it to an expert for review.
Build in trust signals
Confidence scores, similarity checks and validation states let reviewers approve with confidence.
Make it findable
A clean knowledge base with search, categories and an AI assistant so answers surface fast.
Wireframes & iterations
From rough to right
I iterated on the review and editor layouts — how to show AI confidence, similar-article matches and validation checks without burying the article itself.
Final UI
The shipped design
The platform ships as an AI-powered knowledge base with a human in the loop. AI drafts articles from resolved tickets, experts review with full context, and a clean, searchable library makes answers easy to find.
The impact
Resolved tickets turned into trusted, searchable knowledge.
More answers found without opening a new ticket.
AI drafting plus reuse cut repetitive writing across the team.
The AI did the heavy lifting, but the human review is what earned trust. Once experts controlled what published, the team leaned on the knowledge base instead of re-solving the same tickets.
