How can we track knowledge articles used to generate Now Assist answers?

BryanS413339635
Tera Guru

3 weeks ago

When the knowledge article(s) are returned in a Now Assist Q&A Summary, the source knowledge articles are not incremented (for view counts) unless the user clicks on one of the links.  In the new world of AI generated answers, we hope our knowledge and Now Assist are good enough that the user gets their answer and never needs to read the article. However, we still want to understand the data of what articles are being used in combination with the questions being asked. In the new world, how do we report reliably on Knowledge Article usage?

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rpriyadarshy
Mega Guru

3 weeks ago

Hi 

 

I think you are looking for this - 

Reporting on Articles Used for Now Assist Knowledge Summarization:

This is what Service Now Says.-- https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2261115

 

Question
The business is asking to report on which articles have the biggest impact on deflecting users away from chats when using the Now Assist Virtual Agent. The current summary lists articles used to come up with the summary, but it is unclear where and if these articles are stored. Additionally, there is a request for out-of-the-box reporting that can be used?

Answer
There are no specific reports available for this purpose out-of-the-box. The only information available is described on Now Assist Admin > Analytics. 

TIPs

As there are not reports for that, you can try to review the information by yourself using:

1. If you have access to sys_generative_ai_log. There are some columns like Response or Output Metadata you can use to check information

2. Check the payload from the conversation

  • sys_cs_conversation
    • sys_cs_conversation_task
      • sys_cs_message (This one has the payload)

Hope This help. It Seems this is in their roadmap for OOTB.

 

Regards

RP

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Bhuvan
Mega Patron

3 weeks ago

@BryanS413339635 

 

You can create a report that shows whether user has opened the article or it only showed up in search results.

 

Check for any field in sys_cs_conversation or sys_cs_message that can track this information as part of knowledge result and group by based on the field,

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0789983

 

If this helped to answer your query, please mark it helpful & accept the solution. 

 

Thanks,

Bhuvan

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