Analyzing Knowledge Learning Output

1. Click on any of the enhanced intents category on the treemap to review

2. Go through the list of intents and its corresponding knowledge articles that are recommended. Click on any intent and verify the recommended Knowledge articles which are highlighted in orange. (see screenshot below)

3. If the article is found to be valid edit the knowledge article and make it active.

4. If the knowledge article is not matching with the intent, then In-activate or delete the fulfillment. So that during the next run the fulfillment will not be tagged to the intent.

Generated Intents by Category

The treemap views show the top categories under which the new intents are generated from knowledge articles. This section is tightly coupled with the ‘Generate intents’ option under configuration screen.

Users can go through below steps to validate the generated intents and its recommended KB fulfillment.

1. Select one of the buckets from “Generated intents by category’. It is better to target larger categories first.

2. Verify the newly generated intent and its corresponding phrases, variables, Entities are properly associated with the knowledge Article and make the intent active.

Note: Our models will not generate the duplicate intents that exist in local, however as stated in the prerequisite it is always good practice and much needed to execute the Ticket Learning first, so to bring the entities, synonyms, intents to local.

But while adding the new phrases to the generated intents, make sure those do not exist in any of the local or global intents. Follow the below steps

• Go to the Intent tab and click on ‘Browse intent library’ and search for the intent which matches with the phrase.

• If found, validate the intent, if that is the exact match then import the intent and make it active and re-run the Knowledge Learning job to adjust the coverage.

• If not found, then add the phrase and make the recommended intent active.

• Go to AI Lens, hit “Retrain” and “Publish” and test a few of the newly added phrases to make sure they now trigger the proper intent.

Top Entities in Knowledge Recommended as Fulfillments

This will show the top entities that are identified from the Knowledge Article that matches with local ontology. This is extremely useful to Identify the missing fulfillments.