Knowledge Agent

Availability: Xurrent Agents are currently available in the QA and demo environments. They are not yet available in production. Follow the release notes for updates on production availability.

What it does

The Knowledge Agent turns resolved requests into draft knowledge articles for a Knowledge Manager to review, and checks existing articles each week for content that is out of date or that contradicts another article.

When it runs

• When a request for one of its services is completed.
• Once a week, for the stale and contradiction checks.

The Knowledge Agent is never assigned to a request.

Skills

Article drafting

Drafts an article from a completed request. Choose whether the draft is created as a knowledge article that is not yet validated, or posted as an internal note on the request. When a similar draft already exists, the agent adds to it instead of starting another.

Sensitivity classification

Screens a request before an article is drafted from it.

Stale detection

Flags articles that look out of date.

Contradiction detection

Flags pairs of articles that give conflicting answers.

Before you begin

• Sera AI is enabled for the account in account settings.
• You have the Account Administrator or Account Designer role.
• Each service you choose has a Knowledge Manager to review the drafts.

Set up

1. In the settings console, open Agent Designer and select the Knowledge Agent.
2. Switch on the skills you want and choose an action mode for each. Where a skill has a confidence threshold, leave it at the default to begin with.
3. Click Enable agent.
4. In the Scope section, choose the services the agent should work for. Until you choose at least one, the agent does nothing.
5. Click Save.

Enabling the Knowledge Agent gives it the Knowledge Manager role and switches Knowledge Management on for the account, if it was not on already.

Review its work

• Draft articles wait in the Knowledge Articles view under Needs Validation until the service's Knowledge Manager validates them.
• Stale and contradiction flags appear in Knowledge Maintenance in the settings console, where each can be marked reviewed or dismissed. A flag never changes an article.

Limits

• The agent never publishes an article.
• Requests without a service are not used for drafting.

Related pages

• Agent Designer
• Knowledge Article
• Service