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Knowledge for AI consumption

Osvaldo Santos
Tera Contributor

2 hours ago

  • How can we assess our maturity level when it comes to knowledge base articles that AI can utilize for search results and to generate high quality summaries or responses within a chatbot\virtual assistant?
  • What are the best ways to measure the maturity of our knowledge base articles to ensure they’re being effectively consumed by Now Assist or AI tools in general, and that they’re generating accurate summary responses?
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yashkamde
Kilo Sage

24m ago

Hello @Osvaldo Santos ,

Basically to assess knowledge base maturity for AI tools like Now Assist or Virtual Agent, organizations should evaluate both content quality and usage analytics. This includes measuring metrics such as article helpfulness ratings, search success rate, deflection rate, and virtual agent containment.

Mature knowledge bases typically follow standardized templates, strong taxonomy, and concise, structured content that AI can easily interpret.

 

In short : Use Knowledge Management Dashboard to track usage and feedback, apply structured templates for KB content, and benchmark against the AI Maturity Index to ensure your knowledge base is optimized for Now Assist and other AI tools.

 

Refer this :

https://www.servicenow.com/docs/r/intelligent-experiences/sn-ai-impl-kb-readiness.html 

 

If my response helped mark as helpful and accept the solution.

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