Similar Documents Comparison

Use the Similar Documents window to keep your knowledge articles up-to-date. This view helps you identify outdated content and review AI recommended updates with minimal effort.

To review the Similar Documents page, navigate to Content Generation > Similar Documents.

The Similar Documents page:

• Automatically identifies customer-authored knowledge articles that are similar to newly generated AI knowledge.

• Groups related documents into Knowledge Clusters so you can focus on high priority isssues.

• Allows you to see how many AI-generated documents and tickets relate to each generated article.

When you click on a generated document within the Similar Documents window, you

The AI suggestions associated with each document are displayed section by section, not as full document rewrites. These suggestions collapse by default, so you can see the total picture or the suggestion.

The Similar Documents page compares:

• Your current content

• Original source content

• AI suggested improvements

When you click on a generated document within the Similar Documents window, you can see the Knowledge Document Details window.

The Similar Document Details page provides better visibility into AI-driven recommendations and content sources.

• You can view AI-generated documents that are similar to the selected base document in a side panel.

• Within the AI-suggested updates, you can see citations indicating the sources from which additional or updated content has been derived.

• Clicking on a citation expands the corresponding section in the AI-generated document, so you can trace the origin of the suggested content.

AI-suggested content presents a consolidated view of the section, combining the original content with AI-generated enhancements and additions. You can directly leverage these suggestions to update your document sections.

Reviewing Similar Documents

Use the Similar Documents page to change the document status as it goes through review.

The Review Status options are:

• Pending Review (Initial status, when there are no edits made)

• Under Review (Automatically changes when user edits the document)

• Reviewed (Change when user click on ‘Mark as Reviewed’)

• Reviewed – Helpful (Change to this status when user click on Thums up)

• Reviewed – Not Helpful (Change to this status when user click on Thums down)

After you change the document status, click the refresh icon in the Review Status column in the Tabular section of the Similar Document page to view the updated status for the document.

Once reviewed, you can mark documents as Helpful or Not Helpful to determine whether they should be considered in future AI updates.

You can copy the updated section content, including edits made during the review. By clicking the ID displayed next to the title, you can open the document in your source system and apply the updates directly to your knowledge management system.

When a document is in the Reviewed state, it is excluded from subsequent job runs. After marking it as Helpful or Not Helpful, the system reconsiders the crawled version of the document for future similarity checks. As a result, previously reviewed and edited content may no longer be retained in subsequent evaluations.

Filtering and Navigation

You can filter and sort the generated documents by:

• Last Updated Date

• Data Source

• Review Status

Unlinking

You can manage the relevance of your documents by unlinking documents that you do not consider to be similar.

This Similar Document Details window allows you to:

• Unlink AI suggestions that are not relevant to your document

• Optionally add feedback to improve future AI recommendations

Unlinked documents are clearly marked and excluded from related views.