Predictive Intelligence for HR - Use similarity to help agents solve issues faster (Article 2)

[Lener Pacania1]

Overview

Similarity is used to help agents solve open cases faster. When a case is created, similarity will recommend resolved cases & knowledge articles that may have resolution steps/knowledge article content that may help solve the current case. Predictive Intelligence helps agent work smarter by using machine learning to do the research legwork for them.

Note – If you enabled the auto training from article 1 some of your PI models may be already trained. You know the model is trained when you see a version number next to it. If that’s the case, you don’t need to re-train just move on to the next step.

Lab 2 - Use similarity to help agents solve issues faster

Train the out of the box similarity solution

1. Go to All > Predictive Intelligence Homepage
2. Expand the Similarity carrot
3. Scroll down to “Similar Closed HR Cases” and hit Train to train the similarity solution

4. The similarity solution may take up to 30 minutes to train. To check go back to All > Predictive Intelligence Homepage > Scroll down to Similarity > Expand the carrot and find “Similar Closed HR Cases”. If it trained successful it will have a [version:#] next to the “Similar Closed HR Cases” PI solution.

Use Similarity to help the HR Agent solve the case faster.

1. Log into you instance as an HR Agent, in my case that is Harry Taylor.
2. Open HR Agent Workspace by going to All > HR Case Management > HR Agent Workspace
3. Open the list view. Click Assigned to me. Click New to create a new case.

4. Enter an employee for the case, in my instance that is Abel Tuter. Click Next.

5. Populate the case details with a case details that you know exists in YOUR SYSTEM.

In my instance I use:
     COE = HR Total Rewards Case
     HR Service = Dental Benefits Inquiry
     Work Notes = I have a question about my dental benefits

6. Click Create case
7. Move to the far right and select agent assist.

 
8. Click the drop down menu for Agent Assist. Notice that it displays the Similarity models that have been trained. Select “Similar Closed HR Cases”.

9. In the related search results machine learning has done the research and has found closed cases that are “similar” to the current case. Click into the predicted similar closed cases and review their resolution notes. These resolutions notes may have the key to help you solve your case faster.  Note - You can also select similar knowledge articles in agent assist. If trained successfully Predictive Intelligence will provide knowledge articles that closely match the case.

Congrats! You’ve finished learning how to help Agents work smarter using Predictive Intelligence Similarity.

[Lener Pacania1]

Trouble Shooting - Lab2

You may wish to use your own similarity models instead of the out of the box similarity models.
As we saw in classification, you can’t modify the OOTB models, so you will need to create a new similarity model with your specific inputs and filter criteria and swap the model used in the contextual search which is what Agent Assist uses.

Create a custom similarity model:

1. Go to All > Predictive Intelligence > Similarity > Solution Definitions
2. Create New Similarity Model
3. My custom similarity model looks like the below. I named it “Lener Demand Insights HR” and I compare short desc, description between the knowledge and HR case tables and removed all the filters. You should modify your similarity model to meet your specific needs.


4. I also create a new word corpus called “Lener - HR Cases and Articles” that looks like the below.

If you need a refresher on how to create a similarity model and a word corpus please see the NowLearning courses that I referenced in the overview of article 1.

Swap the OOTB similarity model with a custom similarity model:

1. Go to All > Contextual Search > Additional Resources
2. Filter the Search Resource type to Predictive Intelligence Similarity
3. Click on the search resource you wish to change; in my example I want to swap the predictive intelligence model used in “Knowledge Similar Articles” search resource with my custom similarity model.

4. Click the magnifying glass next to capability and select your custom predictive intelligence model.

5. Test the new similarity model by opening an existing case in HR Agent Workspace. Open agent assist and select the “Similar Closed HR cases” to see if any recommendations are predicted.

[Lener Pacania1]

Trouble Shooting - Lab2 reduce the Similarity Threshold

There are a number of things that can impact the similarity prediction.  I've written about how the word corpus (used to transform text into numbers) impacts similarity results.  Another common factor is the Similarity Threshold.

The similarity threshold controls whether a similarity prediction is displayed in Agent Assist.  If you find your similarity solution definition predictions are not displaying in Agent Assist try lowering the threshold, in this case (fig1) I switch from the default 80 and lower it down to 40 and SAVE the form.  No need to re-train.  Agent Assist should start showing results with the lower threshold.

(fig1) - change and save the similarity threshold.

[Bilal11221]

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[Bilal11221]

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[Alex87]

Dear, is there anyone happy to share their custom similarity settings. For example what will do the below configuration that was shared.. Instead of checking on similar knowledge articles it check as well to similar cases? How would this work than on the HR Agent Workspace > Agent Assist menu?

Thank you for reply