AI Knowledge Article Management

Sera AI assists with both creating new knowledge articles and improving existing ones. It uses enterprise knowledge and system context, including the notes of a request, or the workaround of a problem, 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.

1. Open the completed request in the inbox.
2. On the note that holds the solution, click the Create Knowledge Article icon. When the request is already linked to an article, the icon is Improve Knowledge Article instead. Selecting "Relate to New Knowledge Article" from the Actions menu creates an article without the AI draft.
3. Sera AI analyzes the request and the note 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.

1. Open the knowledge article.
2. Click the Suggest Improvements button. It is available to people who can update the article, when Knowledge Management and Sera AI are enabled, and not from a directory account.
3. Sera AI reviews the current content and proposes updates across all sections, including the title, description, and instructions.
4. 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.

Request templates have their own Suggest Improvements action that works the same way.

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.

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