How Deltek Is Combining AI and Trusted Business Knowledge to Improve Customer Support
Deltek is strengthening its customer support strategy by combining artificial intelligence (AI) with trusted business knowledge, aiming to help customers find accurate answers faster and improve the overall support experience. The initiative reflects a broader shift in how enterprise software providers are organizing customer information, equipping support teams and using AI to deliver reliable, task-specific guidance.
The company announced on October 22, 2026, that its Customer Enablement organization had received a 2026 TSIA STAR Award in the Future-Ready Workforce category. The recognition highlights Deltek’s efforts to transform traditional learning and documentation functions into a strategic knowledge organization that combines employee expertise, structured information and AI-powered tools.
Turning Business Knowledge into a Strategic Asset
For businesses using enterprise resource planning (ERP) and project management software, finding the right answer can be challenging when information is spread across help documentation, product interfaces, search tools and customer support channels.
Deltek identified these challenges by analyzing customer search behavior, support use cases, content usage patterns and AI-generated responses. It then redesigned roles, skills, workflows and technology to help customers access authoritative guidance more consistently.
Rather than treating documentation as a collection of static help articles, the company is positioning business knowledge as an actively managed resource that supports both human specialists and AI systems.
This approach is particularly relevant for project-based organizations in sectors such as government contracting, architecture and engineering, construction, consulting, and aerospace and defense, where users often need guidance tailored to specific products, versions and business processes.
Combining AI with Human Expertise
Deltek’s strategy emphasizes collaboration between AI tools and knowledgeable employees. AI can help retrieve relevant information, organize content and generate responses, while human specialists remain responsible for context, judgment, validation and continuous improvement.
The company has also expanded the responsibilities of instructional designers and technical writers, developing their skills in knowledge engineering and AI governance. Productivity gains from AI are being reinvested in validating responses and improving the quality of knowledge resources.
This is important because AI-generated answers can sound convincing even when information is incomplete, outdated or incorrect. Deltek’s approach makes accuracy and validation central to the customer support process rather than treating them as optional quality checks.
More Consistent, Contextual Customer Guidance
Deltek aims to provide consistent guidance across multiple customer touchpoints, including product-based AI experiences, search tools and external AI platforms.
Its knowledge content is structured around the tasks customers need to complete and tagged by product and version. This can make it easier for users to identify relevant instructions without sorting through unrelated material.
The approach also aligns with Deltek’s broader AI strategy, which includes Dela, its AI orchestrator for project-based businesses. Dela supports capabilities such as natural-language information discovery, task assistance and AI-generated summaries within selected Deltek solutions.
Deltek’s AI principles also emphasize security, privacy and accountability. The company states that customers’ data is not used to train large language models and that its AI capabilities are subject to opt-in and security safeguards.
Key Takeaways
- Faster access to answers: AI-assisted knowledge discovery can reduce the effort required to find relevant guidance.
- Greater consistency: Structured, product-specific content supports more reliable answers across channels.
- Human oversight: Employee expertise remains central to validating AI-generated information.
- Continuous improvement: Customer behavior and response testing help identify knowledge gaps.
- Responsible AI: Governance, privacy and security are integral to the approach.
A Knowledge-First Future for Customer Support
Deltek’s initiative demonstrates that successful AI-powered support depends on more than deploying a chatbot. It requires accurate source material, well-defined workflows, skilled employees and ongoing validation.
By combining AI with trusted business knowledge, Deltek aims to help customers resolve questions with greater confidence while enabling its support organization to work more efficiently. For enterprise software providers, the strategy highlights an important principle: AI becomes more useful when it is grounded in authoritative information and supported by human expertise.