Improving content with AI recommendations

As a buddy author, you can see a number of metrics reflecting the state of content with open feedback and recommendations directly in the home page of the Knowledge Buddy portal. From there, you can access AI recommendations in multiple ways.

Option 1 – All recommendations

1. In the navigation pane of the Knowledge Buddy portal, click AI Recommendations. This will show a list of all recommendations, across all buddies in your organization that have the Automatic AI Analysis and Recommendations feature enabled.
2. In the Recommendations list, in the Case ID column, click the name of the recommendation you want to review.
3. Optional: for a more precise search, apply additional filters to the list on the Content ID or the Buddy ID column.
   

Option 2 – Buddy level

1. In the navigation pane of the Knowledge Buddy portal, click Knowledge Buddy.
2. In the list of Knowledge Buddies, click the name of the Buddy that is actively receiving feedback.
3. Click Execution history. This will show all conversations or questions answered by that Buddy. If users submitted feedback for one of them, the Work status column will show the OPEN-FEEDBACK status.
4. In the Case ID column, click the ASK case of a case with the OPEN-FEEDBACK status.
5. Click Recommendations, then click the title of the recommendations you want to review.
   

Option 3 – Content level

1. In the navigation pane of the Knowledge Buddy portal, click Content.
2. In the Content list, In the Case ID column, click the title of the content you want to update. The Work Status column will show the status OPEN-FEEDBACK for content that has open feedback.
3. Click Recommendations. This will show a list of all existing recommendations for that content.
4. Click the title of the recommendation you want to review.
   

Once you open a recommendation, you will be see an AI generated report that presents issues and recommended actions. Carefully review this report, along with others, to get a better understanding of what the content is lacking or what gaps you should address.

After you review a recommendation, update the content accordingly to address the feedback or missing information then re-ingest the content. You can access the related content for each recommendation directly from within the recommendation itself.

To ensure that the content you updated addresses the feedback recieved, you can use the Preview Buddy feature. This allows you to see a preview of the Knowledge widget and ask questions to a Knowledge Buddy in a similar way as, for example, CSRs would during a phone call with a customer.

1. In the navigation pane of the Pega Knowledge Buddy portal, click Preview Buddy.
2. Click the Knowledge Buddy tab.
3. In the list of Knowledge Buddies, select the appropriate Buddy.
4. Ask the appropriate questions to verify that the Buddy now provides a better, more detailed answer.