Single Ticket Knowledge Generation

During issue investigation, IT agents often encounter scenarios where no existing Aisera Answer exists, there is no Next Best Action, or the agent has already added detailed investigation notes. In such cases, waiting for a batch job to trigger knowledge generation delays the process. Because of this, IT agents can now manually trigger knowledge generation from Agent Assist. Agents can also publish this information directly to their System of Record (SOR).

This is currently supported only for the ServiceNow data source.

On-Demand Knowledge Generation

IT agents can now manually generate knowledge documents from individual tickets, irrespective of its status, directly from Agent Assist. Tickets which have already been used to generate articles, whether through batch processing or manual processing, will be directly visible in the Generate Knowledge widget.

To trigger On-Demand Knowledge Generation:

1. Navigate to the Agent Assist widget within ServiceNow.

2. Open a ticket with investigation notes.

3. Click the Generate Knowledge button in the Agent Assist widget to Generate a knowledge document.

A processing icon will appear while the document is being generated. The system will automatically refresh based on the number of attempts configured.

If the document takes longer than the configured refresh attempts, you will be notified to check back later or navigate to the Settings > Jobs window to view the status. If 30 minutes pass and the document is still not available, the Generate Knowledge button will be re-enabled for another attempt. The first successfully generated document will always be retained.

Publishing to the System of Record

You can navigate to the Aisera Admin UI directly by clicking on a document title. within your Agent Assist widget. Before proceeding to the next steps, make sure you have permission to edit, publish, or add tags to your knowledge articles. You also need permission to access the Aisera Admin UI and view the Knowledge Document Details window.

To Publish a document to the SOR :

1. Navigate to the Agent Assist widget within ServiceNow.

2. Select the document you just generated.

3. Click the Publish icon in the top-right corner.

4. Navigate to the Agent Assist widget in ServiceNow.

5. Locate and click on the Document Title.