Automated Slack IT Support with AI & Knowledge Base Integration

This n8n workflow automates IT support interactions within Slack using AI-powered responses integrated with a knowledge base. The process begins with a webhook that receives direct messages from Slack, verifies the sender, and responds to initial queries. If the message is from a human user, the workflow prompts an AI model powered by OpenAI’s GPT-4 to generate a relevant reply based on recent chat history stored in a window buffer. The AI can query a custom knowledge base, such as Confluence, via an HTTP request to enhance its responses with up-to-date information. The workflow then cleans up by deleting the initial acknowledgment and sends a polished, formatted reply back to the user, ensuring a seamless support experience. This setup is ideal for automating IT helpdesk inquiries, providing instant answers, and maintaining efficient communication within organizations.