Noa Assist - Chat recommedations on articles
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
4 weeks ago
How are articles recommended in chat recommendations in Now assist for agent? We have A knowldge base where can read = All active users. But Article template is broken in 2 sessions. (Instructions - ACL view for non itil/all and lower Instructions - ACL view for only ITIL role). Besides this, few of the articles have cannot read = non itil. This is causing issues in chat recommendation. Agents can see all and chat recommends article to insert, but when doing that user arent able to click the link - they just get number without link. What is recommended and how can i fix this? TIA
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
4 weeks ago
If you haven’t yet completed Now Assist Essentials course to understand more about how generative AI can be used in the Now Platform ,it’s worth taking a look.
Then check this article/video for reference:
Now Assist for CSM - Chat reply recommendations
https://www.youtube.com/watch?v=VK88ytZBTWQ
What Data Sources Power Now Assist's "Chat Recommendation"?
Now Assist for CSM - Email reply recommendations
Now Assist for CSM - Service recommendations for interactions
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
4 weeks ago
@Nisha31 Accessibility of KBs in controlled in your environment using ACL so these KB will follow that Access rule whether Its Normal Search on Portal or Search Coming from VA or any other Channel.
You Need to expose those articles as per need of your environment .
I assume KBs are correctly tagged with Ai Search - Search Sourcs?
Ai Search Profile -- Search Sources -- Source Indexed
Regards
RP
