IMPLICIT solutions
Leveraging Implicit's Knowledge Layer in Cybersecurity
Fortify with AI That Understands the Stack — and the Stakes
Supporting Cyber Products in a World That Changes by the Hour
Cybersecurity companies don’t just build software — they build digital armor in an arms race that resets daily. From SIEMs and SOARs to EDRs and zero trust platforms, the products are complex, the environments are dynamic, and the stakes are sky-high. And when customers need help, it’s often because something’s already gone sideways.
Cybersecurity support teams are dealing with:
- Highly technical product documentation buried in wikis, PDFs, and internal notes
- Configurations and integrations that change by the hour
- Escalations that often double as incident response
- Security-conscious customers who demand fast, accurate, and compliant answers
- Fragmented systems that make finding context as hard as solving the problem itself
And they're expected to:
- Navigate internal wikis, redacted engineering notes, and evolving CVE patches
- Provide accurate, fast, and compliant answers
- Work across siloed systems without exposing sensitive information
- Traditional support tools and generic AI chatbots weren't built for this environment. Logging tickets is easy. Delivering context-specific, security-aware answers is not.
1.
The Complexity of Modern Product Support
The Cybersecurity Knowledge OS
- Implicit gives cybersecurity companies the ability to deliver knowledge that's as sharp, scalable, and secure as the products they build. Our AI doesn’t just parse keywords — it understands vulnerability matrices, API call logs, agent policy configs, and encryption protocol footnotes.
- By structuring threat intel, product updates, internal playbooks, and customer context into a unified knowledge graph, Implicit makes your team smarter, faster, and more compliant, without sacrificing trust.
- Cybersecurity KnowledgeOS follows the same Implicit Connect, Understand, Enable framework.
- 1) Connect: Unify product manuals, playbooks, CVE patches, engineering notes, and customer environment data into one governed source of truth.
- 2) Understand: Structure the unstructured. Map vulnerabilities, configurations, integrations, and regulatory requirements into a knowledge graph tailored to your stack.
- 3) Enable: Deliver guided workflows and answers to agents, engineers, and even customers—always source-backed, security-aware, and updated in real time.
Key Benefits of Implicit for Cybersecurity Companies
Whether it’s tuning detection thresholds or resolving false positives, Implicit retrieves product- and customer-specific knowledge in real-time — no more Slack-diving or SME pinging.
Give frontline support the context and confidence to resolve complex issues at L1 or L2, reducing bottlenecks and keeping SLAs intact.
Turn rookies into confident support engineers faster with AI-guided knowledge. Reduce reliance on tribal expertise and shorten time-to-proficiency.
KnowledgeOS doesn’t just parse text. It understands vulnerability matrices, detection policies, and integration dependencies across the stack.
Every answer is traceable, source-backed, and role-aware, supporting SOC 2, FedRAMP, or ISO requirements without black-box risk.
Support more customers without sacrificing product fidelity, accuracy, or data security.
2.
How Implicit Solves the Support Challenge
Why Not Build It Yourself?
(Note: You can't exactly patch together a knowledge graph like a firewall rule)
- It’s tempting. You have brilliant engineers, a DevSecOps mindset, and a culture of building things in-house. But supporting cybersecurity products is a unique beast—and building an AI-powered knowledge system to match it is a full-on infrastructure project, not a sidecar.
- To clarify, doing it in-house means:
Building an AI that understands endpoint detection logic, policy trees, multi-tenant configurations, and API call chains isn’t just about feeding it your documentation. It requires a semantic layer that can interpret, normalize, and connect highly technical concepts across constantly shifting surfaces.
You ship patches weekly. Threat landscapes evolve daily. Customers update environments hourly. Your knowledge platform needs to stay in lockstep — or it becomes a liability. That means constant ingestion, retraining, and validation cycles.
World-class AI requires consistent fine-tuning, feedback, ongoing data processing, NLP modeling, and maintenance.
3.
Why You Shouldn’t Build It Yourself
You can’t treat knowledge access the same way you treat a marketing FAQ. Support teams, customers, and engineering all require different access scopes, redaction levels, and data controls—especially in SOC 2 or FedRAMP environments.
Every sprint you dedicate to internal tooling is a sprint you’re not using to harden your product, close feature gaps, or ship that next big capability your roadmap depends on.
By the time your in-house system hits MVP, your product has changed, your customers have escalated, and your agents are still hunting down answers in Slack.
With Implicit, you can skip the buildout and deliver domain-aware, AI-powered support in days—not quarters. Let your team focus on stopping threats. We’ll handle the support knowledge that comes with them.
What About Using Zendesk or Salesforce?
They log tickets. They don't log CVEs.
- Zendesk, Salesforce Service Cloud, and similar platforms are optimized for workflow automation—not domain-specific intelligence. They’re great for routing tickets, tagging issues, and building dashboards. But when it comes to delivering real-time, technically accurate answers in a cybersecurity environment, they hit a wall.
- Here's why they fall short:
They store your help center articles—but they don’t understand them. They won’t infer whether a detection policy should be tuned for a false positive or cross-reference it with a known IOC.
Most platforms can’t pull in real-time threat intel, integrate with your SIEM/SOAR, or account for customer-specific security configurations—all of which are often required to resolve an issue quickly and accurately.
In security, a wrong or vague answer isn’t just a bad experience — it can be a missed threat, a breach, or a failed audit. Implicit delivers traceable, product-aware, context-specific responses so your support doesn’t guess. And your customers don’t suffer the consequences.
Generic chatbots and workflows don’t grasp privilege escalation, TLS handshakes, or the difference between a blocked port and a threat actor. And they certainly don’t know what "lateral movement" means.
They prioritize case routing, not case resolution. Customers get a fast “we’ve received your ticket” but wait hours (or days) for someone to actually answer it with the precision required in cybersecurity.
- In an industry where seconds count and accuracy is everything, Implicit delivers AI-powered support that understands both the product and the risk surface.
- Let your teams stay focused on building the next great defensive layer — while we help your customers get the right answers, faster, and without compromising on security
- Experience support that's as secure, scalable, and smart as your cybersecurity platform.
