Brief Overview

The AI Center is the centralized management hub for WalkMe's Contextual AI Assistance Suite. It's where you connect internal knowledge sources, manage AI integrations, control user access to information, and monitor AI consumption.

By acting as the bridge between your organization's proprietary data and WalkMe's AI services, the AI Center ensures that in-app guidance, proactive interventions, and chat responses are accurate, relevant, and securely governed.

• Grounds AI in company truth: The AI Center allows WalkMe's AI to access your company's actual policies, processes, internal documentation, and standards

• Ensures compliance and security: By combining knowledge indexing with WalkMe segmentation, you guarantee that users only receive AI-generated answers based on information they are authorized to see

• Optimizes AI investment: Usage dashboards allow you to predict AI Unit consumption, track which systems drive the most AI engagement, and identify where AI assistance is successfully resolving user friction

How to Access

The AI Center can be accessed from the Admin Center:

• US Data Center
• EU Data Center
• SAP US Data Center
• SAP EU Data Center

The AI Center includes two pages: AI Usage and AI Knowledge Sources

AI Usage

The AI Usage Dashboard provides a centralized view of AI consumption across the organization, enabling customers to monitor how AI units are utilized across systems, users, and features. It surfaces key metrics such as total units consumed, usage trends over time, and distribution by system or interaction type - allowing stakeholders to track adoption, control costs, and optimize AI deployment based on actual usage patterns. 

Currently, the AI Usage Dashboard is available for customers using Custom LLM, allowing them to track AI unit consumption in real time and use this data to model and estimate costs.

AI Usage Dashboard (BYOLLM)

Understanding AI Knowledge

The AI Center powers your AI features through two core background processes:

AI Knowledge Indexing

When you upload files or connect webpages, WalkMe processes the text-based content and converts it into vector embeddings for semantic search. The indexed content is securely stored so WalkMe's AI services can efficiently retrieve relevant company information, making AI assistance tailored, relevant, and grounded in company policy.

• For example, rather than relying on generic LLM guidance, you can index company wikis to make that knowledge accessible when generating real-time guidance for your users

AI Knowledge Referencing

Once your knowledge is indexed, WalkMe contextually retrieves this information when specific conditions are met. This grounds your AI assistance in your organization's actual policies, standards, internal documentation, and governance

• For example, instead of relying on a generic LLM response, an AI SmartTip can reference your uploaded HR guidelines to evaluate a user's open-text input, ensuring compliance before a form is submitted

Add a knowledge source

The AI Knowledge Sources page in the Admin Center allows admin users to upload knowledge source files and integrate tools to WalkMe's Contextual AI Suite.

This page provides full control over the knowledge ingestion process. Admins can upload resources, apply user segments to restrict visibility, schedule automated rescans to keep information up to date, and add custom Q&As to resolve content gaps.

AI Knowledge Sources Page – AI Center