The Knowledge Buddy
A Pega GenAI Knowledge Buddy™ uses natural language processing and machine learning to process a user's questions, then offers answers from articles in your knowledge base. The Pega Knowledge Buddy is a tool you use for creating Buddies that perform different functions in your organization, for example a Buddy that helps CSRs handle customer queries, or a Buddy specialized in HR procedures. While commonly a Buddy uses knowledge articles created through Knowledge Management as a data source, this isn't a strict requirement. Pega Knowledge Buddy is a standalone product and can integrate various other data sources.
Features
You can use a Buddy in the same way as you use a search engine. However, there are some key differences between the two. A well tuned search will extract keywords from your search query and return articles based on categories or tags linked to those keywords. A Buddy is designed to use Natural Language Processing (NLP) to understand your question and provide a personalized answer based on the data sources it has access to.
The process of creating a Buddy or making changes to one is similar to resolving a case and should feel familiar if you are experienced with Pega Case Management.
Some of the features of a Knowledge Buddy include:
- Natural Language Processing (NLP) capabilities to understand and interpret user queries.
- Integration with Pega Customer Service and Pega Knowledge.
- Data sources build through Pega Knowledge Management to provide personalized and relevant responses.
- Security based on Knowledge Buddy access roles.
Pega Knowledge Buddy portal
The Pega Knowledge Buddy portal provides Buddy Managers with the tools and features required to create, change, test and monitor Buddies.
In the picture below, click the + icon to examine the links that are available in the navigation pane of the Pega Knowledge Buddy portal.
The process of creating a Buddy or making changes to one is similar to resolving a case and should feel familiar if you are experienced with Pega Case Management. The below picture shows a Buddy that was previously created, open in the Pega Knowledge Buddy portal.
Details
In the Instructions field you can edit the prompt that genAI is using to generate answers. You can edit this later to improve the responses you receive.
The Information variables table allows you to define the Data sources that the Buddy combs through when it is searching for information.
Required roles to execute allows you to define security for the Buddy by restricting what users can manage, view or use it.
All Buddies keep record of the questions they have been asked by users, as well a keeping track of all changes made to the Buddy.
Execution history
The Execution history of a Buddy shows all questions the Buddy has received from users. You can click the Case ID to see further details.
After you click the Case ID, you can click the Details tab to see the question and answer the Buddy provided. The Prompt tab gives you a to view the prompt that the Buddy used to generate the answer. Context represents the chunked data obtained from the database by the Buddy.
Pulse
You can use Pulse to facilitate communication and stay in touch with other team members.
History
The History tab of a Buddy case offers a table view of all changes that were done to the Buddy, as well as the user who made the changes.
Filtering the Knowledge Buddy list
You can create a default view for the Knowledge Buddy list to quickly locate Buddies you created for when you need to make changes to them.
- In the navigation pane of Pega Knowledge Buddy, click Knowledge Buddy.
- In the right-hand side of the screen, click the three dots to open the Actions menu.
- Click Filter.
- In the Field field, click Create Operator > Create Operator name in the dropdown. You can choose a different column that better suits the filter you want to create.
- In the Conditional Operator field, select Contains from the dropdown.
- In the Value field, enter your name (or the name of a different operator if you want to create a list of Buddies created by someone else).
- Click Submit.
- Optional: To save the view as default, click the three dots to open the Actions menu, then click Save view as.
- In the View name field, enter a name for the view.
- Ensure that the Mark as default? checkbox is marked, then click Submit.
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