Automated IT Support Bot with AI and Knowledge Base Integration

This n8n workflow creates an intelligent IT Support Slack Bot that automates handling employee inquiries. When a user sends a message via Slack, the workflow begins by verifying the webhook’s challenge response, ensuring the connection remains active. It then checks if the message is from a user or a bot; if from a user, it acknowledges receipt with an initial message. The message is processed by an AI agent powered by OpenAI’s GPT-4 model, which generates a contextual response based on recent conversation history stored in window buffer memory. Additionally, for complex queries, the bot can query a Confluence knowledge base to fetch relevant articles using HTTP API calls. Once the AI generates a reply, the workflow cleans up by deleting the initial acknowledgment message and sends the detailed response back to the user in Slack. This setup streamlines IT support, speeds up response times, and ensures users receive accurate, contextually relevant answers efficiently. Practical use cases include automating common IT support questions, troubleshooting, and providing informational resources seamlessly within Slack, enhancing employee productivity and IT support efficiency.