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Best practices for using knowledge articles

The configuration of knowledge suggestions is similar to that of Case Type suggestions. They use topics for the suggestion and, therefore, use keywords, machine learning, or both. Keywords or phrases help to determine which articles to suggest to the CSRs during interactions.

To implement knowledge suggestions effectively, apply the following guidelines:

  • Identify the top 5 percent most used knowledge articles and the top 5 percent most used knowledge articles for CSRs with tenure under 90 days. This method helps you prioritize the articles that are most relevant to your customer base and new CSRs.
  • Review the articles related to the Case Types and identify the keywords and phrases in the article or title of the record. As a result, you create a list of keywords that can trigger the knowledge suggestions.
  • Configure your knowledge suggestion system to use the identified keywords, phrases, and sample utterances to suggest relevant articles to the CSR during a customer service call. You can use keyword-based or machine learning-based approaches or a hybrid approach.
  • Continuously monitor and update your knowledge suggestions based on customer interactions, CSR feedback, and changes in your knowledge base to help ensure that your knowledge suggestions remain accurate and helpful over time.

Use of generative AI

You can use generative AI to further refine your keyword list. For example, feed the content of the knowledge articles to the generative AI by using the following prompt:

"Provide suggested keywords for the document containing [knowledge article content]."

This prompt helps you identify unique and relevant keywords for each article.

To train the topic model, generate sample phrases or utterances that a customer might use during a customer service call. For example, you can use the following prompt in the generative AI system:

"Provide sample utterances that a health insurance member might state in a customer service call that would cause the customer service representative to view a document containing [knowledge article content]."

This prompt helps you understand the language and phrases customers use, which can improve the accuracy of your knowledge suggestions.

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