Knowledge Generation Configuration
The first step for Knowledge Generation is to fill in the Condition Parameters
Navigate to Content Generation > AI Generated Documents.
Select Actions > Configuration.
Under Conditions, there is an option called Job Name where you can add the name of the job before running the Knowledge Generation.
Select a Data Source under Conditions before creating the KB Generation job.
Choose the fields that you want to use as Filter Conditions. This includes the name of the Ticket Field and the Condition that you want to use to filter the job results.
Examples of fields you can use include:
Data Source,Status,Ticket TypeandCustom Ticketfields.
IMPORTANT NOTE: Multiple selections for a single Field Name act as “OR” operations, while multiple Field Conditions for a single Field Name act as “AND” operations.
The Data Source selection is mandatory. You can choose multiple Data Sources from which the Tickets should be considered. The rest of the options are optional. If you leave the Max Tickets Count blank, it indicates that all Tickets in the selected Data Source are being considered. If you specify a limit, the tickets will be randomly selected from the chosen Data Sources until the maximum number is reached.
Configuring Knowledge Field Mapping
Configuring field mapping is optional if you are using a pre-mapped data source. If there is a requirement to preselect the knowledge fields while uploading the document, select the fields and their corresponding values that were loaded via the JSON file mentioned above.
This will allow the mapping of the selected knowledge fields during the document upload to the source system along with the knowledge document.
If the user chooses ‘Auto Publish’, the fields will be automatically considered during the upload.
If you select Manual and Offline, and want to upload manually by clicking ‘Publish to SOR’, there is no need to select the mappings again, as they were already configured during knowledge generation.
Configuring Pre-Generation Configuration
The second step for Knowledge Generation is setting the Pre- Generation configuration for the resulting knowledge document that you want to create.
Navigate to Content Generation >AI Generated Documents.
Go to Actions > Configuration under Conditions.
Add the Job Name, select the Ticket Conditions, and click on Pre-Generation Configuration.
Choose one of the Publish options, shown below.
Options for the window above include:
Auto Publish: This option automatically uploads documents without the need for manual review to either the Aisera Knowledge Repository or an external knowledge management system such as Salesforce, or ServiceNow.
After selecting Auto Publish, two additional sub-options will be displayed. You can choose either one or both.
Publish to Aisera: This will automatically upload the document to the Aisera internal database within your tenant, so the content can be used for bot Fulfillment answers.
Publish to SOR: This will automatically upload the document to the configured external repository in a draft state, allowing you to review the document in your knowledge repository, before proceeding through their review cycle, and then publishing it. The Aisera GenAI Platform can then consume and use the document as an option for Fulfillment.
Manual Publish: This option generates the document, but does not upload it to the Aisera GenAI Platform or an external knowledge management system. Use this option if a Admin must review the document and can then manually publish it to the Aisera platform or an external knowledge management system.
Generated Knowledge Template: Users have the option to select a template for generating knowledge documents. The template can be chosen from the Generated Knowledge Template drop-down menu.
Available template options:
KCS
Default
Master KCS
Master Default
If no option is selected, Master Default is applied.
Template Behavior
KCS and Default These templates consider one representative ticket within the cluster for knowledge extraction.
Master KCS and Master Default These templates consider up to five representative tickets within the cluster to generate the knowledge document.
After you have completed the configuration, select OK.
When you select OK:
- An automatic data source named Generated Knowledge (BOT ID - <#BOT ID>) will be created.
- This data source will be automatically attached to the respective bot.
- The generated knowledge documents will be stored in this data source.
Failure messages when any of the configurations are missing:
Workflow and Events are used to publish documents to the source system. If any of these configurations are missing or incorrect, a clear message will be displayed in the Status column on the Content Generation → AI Generated Documents page.
Case 1: Workflow is not set up correctly
Workflow configuration error: Please review and update the configuration before retrying.
Case 2: Event is not configured correctly
The following message occurs when you have not created any events to publish the KBs, or the existing events are in an inactive state.
No active event found for the KCS template.
No active event found for the Default template.
The following message occurs when the event exists and is active, but the triggering condition for the template has not been set up.
The template trigger condition is not configured for the active KCS template event.
The template trigger condition is not configured for the active Default template event.
The following message occurs when more than one active event is configured with the same template condition for example, having two active workflows using the "KCS" template. This is not allowed. At any given time, only one active event should exist per template, such as "Template KCS" or "Template Default."
Multiple active KCS template events found. Only one active event per template is allowed for publishing.
Multiple active Default template events found. Only one active event per template is allowed for publishing.
Case 3: External/API Issues
“API failure, please republish.”
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