Ai Search Restrictions

[Chris Doernbra1]

We are seeing that the search results in the genius results are not always accurate, especially when it comes to our HR information. That certainly could be a result of knowledge article issues. A question has been raised as to whether we can exclude the HR articles from the AI but still allow them to be shown in the normal results. 

For context I have put a square around the genius results and a circle around what I am calling the normal results. See attached. 

It would also be nice if the same could be true for a user that asks a question with the virtual agent. The only thing I know I can do is change the search source and exclude these articles but that excludes the articles in both places. 

[rpriyadarshy]

  Its a Tricky One and may need customization.

If i understood correctly -- 

Your requirement is: Exclude HR KB articles from the Genius (AI) answer generation but still keep HR KB articles in the normal results list (and ideally the same behavior inside Virtual Agent).

We can give a Try Using -- Search Scripted Post-processors are scripts that post-processes search results or genius results.

I see , there is a script to transform dates into a user-friendly format. 

Try adding one More for You needs Like 

• If the returning object is a Q&A Genius Result (or Now Assist Q&A Genius result), inspect the source KB articles used to build the answer card.
• If the article belongs to the HR Knowledge Base (or HR category / HR taxonomy), remove it from the Genius Result candidate set.
• Do nothing to the main “normal results” list.

SS for ur reference where you can find these POST Processors. Please let Community Know If it worked or what solution you Applied.

Or

You Can have two Search Sources for KB one for HR and One for None HR And You Can set the Flag As False for Search Source in Search Profile. This seems an easy Wayout

Regards

RP

[Tricia Cornish · Accepted solution]

@Chris Doernbra1  - the recommended solution is @rpriyadarshy "Or" option - add a second knowledge search source to your search profile and exclude the results and attachments from the Genius Results (and then re-publish your profile). (hr_knowledge_va_search is my comparable screenshot). One thing to be aware of, based on your question and your screenshot - you are now using the VA search profile for both Search and the VA. Your screenshot has an "ask a followup" link -that's an indicator that you have enabled "Enhanced Chat". 
If you look at your portal page (portal_enhanced_chat_on), you might see a warning that Enhanced Chat is now enabled, and the search application is defined elsewhere and you can't access the portal search profile anymore - the search config now lives in your assistant (NAVA_Search_Profile).
Hope that helps! 

[rpriyadarshy]

@Tricia Cornish  Thanks a ton .

[Chris Doernbra1]

@Tricia Cornish thank you for your response and validation of the solution. I do have some follow up questions because this relatively new to me and I want to make sure I understand. 

1. I set up the 2 searches and that seems to work to meet our requirements. I went to the "ESC Portal Default Search Profile " and added a 2nd search profile that excludes the HR KBs from the genius results. When I test in Employee Center I can confirm that the HR KBs do not show up in the genius results but do show up in the list which I think is what is referred to as search. 

2. We are indeed using the enhanced chat and I have noticed the messaging that you pointed out. Are you saying that in addition to step 1 above that I need to go the link you show in NAVA_Search_Profile and update the Now Assist Q&A search source to exclude the HR content as well? Or does the change I made above also apply to the VA?