A knowledge base tells a caller what your policy says. It cannot work out why their connection keeps dropping. A Triage Graph maps the problem itself — the symptoms people report, the causes behind them, and the resolutions that genuinely fix them — so an agent can reason through a fault instead of reciting a document.
Ask it something vague and it asks a better question back. “No lights or fans at all?” narrows a complaint to one specific symptom before anything is proposed, the way a competent engineer would.
Graphs are yours to build, test and export, and the categories are free-form — the same engine that triages a dead router will walk an HR or finance question just as well.
