Analyze KB Article Generation Results
Once the Job has run successfully, you can view the clusters in the Knowledge Generation window. All the Representatives of the documents across all clusters will be displayed in descending order based on the Tickets count.
And the corresponding Similar Documents will be displayed for each representative if found as shown below.
Click on one of the Knowledge Clusters to open the Knowledge Details page. You can view the tickets that were used to generate a Knowledge Base Article (KBA), in the right pane of the Document Details page.
To see the ticket(s) that contributed to a Knowledge Base Article:
Select Content Generations > Knowledge Generation in the Aisera Administration Application (Admin UI).
Open a generated document from the knowledge generation list table.
The representative ticket from which the KB is generated is displayed in the right pane in the Knowledge Document Details page.
Editable Document Titles
You can edit the title of a document directly within the Aisera Admin UI.
To Edit a Document Title:
Navigate to Content Generation → Knowledge Generation in the Aisera Admin UI.
Click on any document.
An Edit (pencil) icon will appear next to the document Title.
Click the pencil icon to open a window where the Title field is editable.
Update the Title and click OK.
The updated Title is saved and reflected immediately in the document list.
Bot User Feedback Ratings
Your bot users can provide feedback for documents that you generate using the Aisera Gen AI platform.
Your bot users have the option to provide feedback with the following choices:
Highly Accurate: This option indicates complete satisfaction with the generated answer.Comment
Moderately Accurate: This option should be selected when the generated document is mostly correct, but has some issues. Sub-options are available to provide more specific details about the issue.
Inaccurate: This option is for when the generated document is incorrect. There are also sub-options available to specify what went wrong.
The sub-options that are available to the users change based on the radio buttons that the users choose.
Your bot users have the option to edit and resubmit their feedback. They can also delete the feedback, which will reset the section, making it appear fresh with all radio options unselected. The user can then choose to add new feedback or ignore it.
Accuracy Feedback Search Filters
There is a Search filter for KB Article Feedback called KB Accuracy Feedback. This allows you to filter and view generated documents based on the feedback your bot users have provided.CommentThe KB Accuracy Feedback field has also been added to the tabular section of the Knowledge Generation page, so you can see the corresponding feedback for each document.
To view these feedback fields in the list view on the Knowledge Generation page, navigate to Add/Remove Columns (represented by three dots) and add the field.
Additional Comment Fields for Generated Knowledge
The feedback mechanism for generated knowledge includes an ‘Additional Comment’ text field. This allows you to provide more context or specific input about the quality or content of the generated document.
To write to Additional Comments fields:
Navigate to Content Generation → Knowledge Generation, and click on any of the generated knowledge items.
In the side panel of the knowledge details page, you will see the available feedback options.
Select a feedback option and, if needed, add further details using the ‘Additional Comment’ field to share input on document quality or other concerns.
Click the Submit button to save your feedback.
You also have the ability to:
Edit their submitted comments using the Edit button.
Delete existing feedback and provide a new comment, if needed.
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