Understanding AI Grounding

AI grounding connects AI-generated responses to trusted source content instead of relying only on general model knowledge.

Grounded content

An article should be eligible for grounding only when it is appropriate for AI use and accessible in the current context.

Published knowledge

Published, reviewed content provides a stronger source than unfinished drafts.

Grounding controls

The Helpdesk can use article-level controls to determine whether content may participate in AI grounding.

Access control

Grounding eligibility must not override the reader's authorization.

Private or restricted content must remain protected.

Why grounding matters

Grounding improves answer relevance and makes it easier to align AI behavior with the actual Helpdesk product or organizational knowledge.

Good practices

Review grounded content regularly. Outdated or inaccurate knowledge can produce confident but incorrect AI-assisted responses.