Agent suggestions for knowledge articles


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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Sep 1, 2020 - Oct 1, 2020

Business value

Agents typically use several resources to efficiently resolve customer cases and provide consistent responses. These include knowledge articles, collaborating with other agents or experts, and reviewing similar active or successfully resolved cases. Using AI to help surface the best knowledge articles helps agents find the most applicable knowledge article quickly, which increases their productivity and helps them provide better, faster service to customers.

Feature details

Without artificial intelligence (AI), agents spend time searching for and scanning knowledge articles to determine if they are relevant to the active case they are working on. This delays customer service and resolution time. AI helps to proactively surface the best knowledge articles by parsing through thousands of articles, taking case context and previous history into account.

Key highlights of this feature include:

  • AI-driven knowledge article suggestions based on case context and historical success rate.
  • A comprehensive feedback mechanism to continuously improve the recommendation model.

See also

Enable AI suggestions for similar cases and knowledge articles (docs)