We are excited to announce a significant enhancement to our knowledge management system, designed to streamline the process of converting support cases into high-quality knowledge base (KB) articles. These new features empower agents to create consistent, well-structured content with greater speed and intelligence than ever before.
The cornerstone of this update is the introduction of AI Templates. When creating or editing a KB template, you will now see a new option to designate it as an "AI Template."
By enabling this, you transform a standard template into a dynamic blueprint for our AI. When an agent creates a new article from a case, they can select one of these AI-powered templates. The AI will then use the template not just for formatting, but as a set of instructions and a structural guide to intelligently populate the article with relevant information from the case.
To give you even more control over the output, we've introduced two powerful new capabilities:
Advanced Prompting: For situations requiring more specific guidance, you can use the advanced prompting action to fine-tune the AI's response. This allows you to add granular instructions on the fly, helping shape the tone, content, and focus of the generated article. While we are continuously improving this feature, please note that the AI may not yet follow every complex instruction perfectly. Our team is aware of this and is actively working on enhancements.
Supplemental Information: You can now request that the AI analyze and include insights from top-ranking cases and existing articles that are similar to the current case. The AI will intelligently incorporate this supplemental information only if it is useful in building a comprehensive and accurate response, adding valuable context and depth to the new article.
The workflow for agents is simple and intuitive. When working on a case that warrants a new KB article, the agent simply clicks the "Create Article via AI" button. They will now be prompted to select from the available AI Templates. Once a template is chosen, the AI gets to work, generating a complete draft that follows the prescribed structure and incorporates the case details.
Underpinning these new features is a major upgrade to our core AI engine. We have integrated a latest-generation, top-tier Large Language Model (LLM). This more powerful model delivers more nuanced, context-aware, and accurate drafts.
While this advanced AI provides superior results, it is also more computationally intensive, which may result in slightly longer processing times. We are confident that the significant leap in output quality represents a valuable and worthwhile trade-off.
We believe these updates will dramatically accelerate your knowledge creation, improve article quality and consistency, and ultimately empower your support team to build a more robust and effective knowledge base.
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