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, and control user access to information.

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

Access

To access the AI Center in the console:

1. Open the WalkMe Console:
   
   • US Data Center
   • EU Data Center
   • SAP US Data Center
   • SAP EU Data Center
   • FedRAMP Data Center
   • Canada Data Center
2. Select Admin
3. Go to the AI Center

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

AI Usage Dashboard (Custom LLM only)

The AI Usage Dashboard provides a centralized view of AI consumption across the organization, enabling Custom LLM customers to monitor how AI units are utilized across systems, users, and features.

It offers model-level insight into input and output token usage, monthly activity trends, and breakdowns by product and system, helping teams understand how their AI models are being used and estimate costs using customer-defined pricing.

Learn more about the AI Usage Dashboard here:

Protected: AI Usage Dashboard (LLM Integration)

Technical Notes

Limitations

• Localization not supported

Security note

By default, access to your AI knowledge sources is public, meaning any IP address can reach them. This is the standard setup for most accounts.

If your organization requires stricter access control, you can limit access to specific networks by adding their IP addresses to the IP allow list. To find the setting:

1. Go to WalkMe Console
2. Select the Admin category
3. Select the Security & Audit app
4. Select the Security Settings page
5. Select the AI Settings tab
6. Under IP allow list, add the approved IP addresses in the IP addresses field

AI Settings