Bulk and Single Generation

The Content Generation Menu allows you to access two different actions (Bulk and Single) for Knowledge Generation from Tickets, via the AI Generated Documents window.

Choose Content Generation > AI Generated Documents to access the window that now includes 2 tabs in the upper-left corner - Bulk and Single.

The Bulk tab on the AI Generated Documents window displays the Knowledge Base Articles that were generated from Bulk Tickets to create information Clusters.

The Single tab on the AI Generated Documents window displays the Knowledge Base Articles that were generated from Individual Tickets. This ability is limited to the Agent Assist channel.

Delete & Regenerate Docs to Improve Quality

The release introduces the ability to delete documents that are not helpful, allowing their associated tickets to be reconsidered in future job runs. You can now regenerate documents from the same tickets after adding new comments.

Document Deletion Capabilities

A new Delete Document option is now available in the Actions dropdown, in both the Bulk and Single tabs of the AI Generated Documents window. You can select one or multiple documents within a cluster and go to Actions > Delete Document.

A confirmation message appears: "Are you sure you want to delete the selected 1 document(s)?”

Deleted documents are greyed out in the UI rather than removed, ensuring the Data Processing Funnel remains consistent with the original cluster count.

If all documents within a cluster are deleted, the job is also deleted. The corresponding Job Name is automatically removed from the Job Filter dropdown.

The corresponding Job Name is automatically removed from the Job Filter dropdown.

For the documents deleted from Single tab of the AI Generated Document page then the document will be removed instead of greyed out because document generation from a single ticket doesn’t use a processing funnel.

Greyed-out documents are non-clickable and non-actionable.

When an AI-generated document is approved and committed, it becomes part of the similarity check. If a committed document is later deleted from the AI Generated Documents page, it will be removed from the similarity dropdown for any document it was previously matched with, and the similarity count will be updated accordingly.

If the deleted document was the only similar match, the similarity status will be updated from Yes to No.

See also Similar Documents Comparison.