AI Knowledge Article Management
AI-assisted creation of new knowledge articles and improvement of existing ones using Sera AI.
Sera AI assists with both creating new knowledge articles and improving existing ones. It uses enterprise knowledge and system context, including all notes from a request or problem record, to generate article content that specialists can review, edit, and publish.
Creating a new knowledge article from a request
When a request has been resolved and the solution information is captured in the request notes, a specialist can generate a new knowledge article directly from that request.
- Open the completed request in the inbox.
- Click the Create Knowledge Article button (or select "Relate to New Knowledge Article" from the Actions menu).
- Sera AI analyzes the notes from the request and generates a Subject for the article, a Description summarizing what the article covers, and Instructions with the solution details.
Even with limited content from a short conversation, Sera AI can create a generalized resource that helps with future incidents. The specialist reviews the AI-generated content, makes any necessary edits, and saves the article. The article then follows the standard knowledge article workflow (review, approval, publication).
Once published, the knowledge article becomes available for future specialists to reference and for the Virtual Agent to surface in conversations. Every resolution becomes an investment in preventing future tickets.
Improving an existing knowledge article
For articles that are already published, Sera AI can suggest improvements to keep them accurate and useful.
- Open the knowledge article.
- Click the Suggest Improvements button.
- Sera AI reviews the current content and proposes updates across all sections, including the title, description, and instructions.
- The specialist reviews the suggestions and decides which to accept.
One of the most valuable aspects of keyword improvement is that sometimes knowledge articles are not reaching end users because the keywords do not align with how users search. Optimizing keywords improves search placement for both the Virtual Agent and traditional search within the application.
Accepting or modifying suggestions
When Sera AI proposes updates, the specialist can accept all changes at once by saving the proposed updates, or go into individual sections and make modifications. The specialist always has the final say.
Knowledge articles created or updated through AI can go through the standard approval process before being distributed for general consumption.
Image handling
Sera AI does not currently extract or use images when creating knowledge articles. Article content is generated from text-based notes and context only.