I want to use AI search to surface relevant knowledge articles.

shibasou
Kilo Sage

‎04-29-2024 09:53 PM

Hi.

 

When a character is entered in a variable in the service portal, I want to display the related knowledge.

 

I used AI search to find an article on how to make it appear, but it didn't work.

Is there any better way?

 

Thank you.

 

Articles found ↓

AI検索を問い合わせフォームに組み込み、ナレッジが表示されるようにしてみた｜GO株式会社 IT戦略本部 (note.com)

 

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Community Alums
Not applicable

‎04-29-2024 10:23 PM

Hi @shibasou ,

Please follow the below steps :

Step 0: Activate AI Search

This step ensures that the necessary infrastructure is provisioned for AI Search to function. Navigate to AI Search > AI Search Status.

Step 1: Define Searchable Content

Content such as records in tables needs to be defined and indexed to be surfaced to users. In this step, we explain the concept of indexing within AI search and review the default configuration for Knowledge articles and Catalog items. We go through how to index additional tables, indexing settings and security.

Step 2: Configure the Experiences

Now that you defined the sources, the content is indexed. The next step is to make the search available to users and configure how the search interaction looks and behaves for different applications (Portal, Mobile, VA, etc.). Configure Search Sources, Search Profiles and Search Application to make AI Search meets your needs.

Step 3: Drive Action with Genius Results

Genius Results significantly improve the search experience and provide faster resolution. By understanding the intent, answers with strong relevancy are turned into actionable cards. A user can directly act instead of navigating the results. Learn about the OOB Genius Results, create more, and make NLU works for you.

Step 4: Make AI Search Even Better

Tune the search experience and improve the results based on information specific to your organization. You can quickly test how the search behaves with the Search Preview, add vocabulary specific to your organization and create rules to influence the results.

Step 5: Deploy, Monitor and Improve

Once AI Search is configured for your use cases, it is time to deploy the AI Search configuration in prod. After go-live, it is recommended to use analytics to monitor the solution. This will help gain insights into users’ behavior and needs to drive improvements.

 

Go Further

The AI Search - Implementation Guide on Now Create provides detailed step-by-step instructions to implement AI Search.

 

Go through the AI Search advanced topics for more details on specific topics such as multilingual search, content relevancy, external content, UI changes and analytics.

 

Want to learn more? Browse this selection of expert-recommended practices, created by members of the Community!

 

See all our AI Academy: our live sessions with AI experts, join us live!!

 

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