The Knowledge Authoring assistant

The Knowledge Authoring Assistant is a GenAI-powered panel embedded in the Author content page of the Pega Knowledge Buddy portal. To open the Assistant, click the Chat with AI icon on the Author content page. The Assistant provides AI-generated suggestions for key article elements, including the title, abstract, and content body.

Authors interact with the Knowledge Authoring Assistant in two ways:

1. Chat interface: Type natural-language requests to ask the Assistant to draft, restyle, or improve specific parts of an article.
2. Quick actions: Select predefined actions for the most common authoring tasks without typing a custom request.
   Note: If you ask the Knowledge Authoring Assistant to create new text (for example a summary) it does not automatically add content blocks. If you want the Assistant to place content in separate blocks, add the blocks manually by clicking Add content in the Contents section before requesting edits.

Quick actions

The following quick actions are available in the Knowledge Authoring Assistant:

1. Generate title: Generates title suggestions that align with the topic intent of the article.
2. Generate abstract: Generates abstract suggestions that summarize the value and scope of the article.
3. Restyle content: Generates suggestions to improve the readability and consistency of the article content.
4. Apply recommendations: Applies the recommendations that the Assistant returns for the current content.
   

Reviewing and accepting suggestions

After the Assistant processes a request, it automatically edits the article. Review the changes and accept or reject them by clicking Yes or No. You can also continue the conversation and ask the Assistant to refine the generated content further.

The following scenario presents an example of how the Knowledge Authoring assistant can be used in a day-to-day situation.

Sara is a content author at U+ Bank, a financial services company that uses Pega Customer Service™ with Pega Knowledge Buddy. Sara and her team manages hundreds of knowledge articles that contain policies, procedures, guides and other critical information.

Sara's team frequently receives articles from subject-matter experts that are accurate but inconsistently written, lack proper abstracts, and use titles that do not reflect the article's actual content. Reformatting these articles manually takes a significant amount of time and slows down the publication process.

Here is how the Knowledge Authoring Assistant helps: Sara opens an article from a subject-matter expert in the Knowledge Buddy portal and clicks the Chat with AI icon to open the Content Buddy panel.

She uses the Generate title quick action to receive a concise, topic-aligned title suggestion. She then asks the Authoring assistant to create a summary that accurately reflects the article's scope.

Quick actions streamline the most common authoring tasks by offering predefined, one-click options directly in the Knowledge Authoring Assistant. Instead of typing a custom request each time, authors select an action. This reduces friction, accelerates the publication workflow, and makes AI-assisted authoring accessible to all content authors.

Finally, she types a request: Restyle this article for a customer service audience and improve readability. The Assistant applies the changes, and Sara reviews and accepts the suggestions with one click. The article is ready for review and publication in a fraction of the time it would take manually.