Intelligent Document Processing (IDP): Generate KB Articles from Ticket Conversation
Every support ticket has a story that starts with "Hi, I need help" and ends (ideally) with a solution. However, the journey a ticket goes through to reach the end is often non-linear, as it can be difficult to get all the relevant information and provide the perfect solution in one go. Only after a series of conversations does the core problem surface.
For example, a customer raises a ticket stating "I'm unable to login." At first look, it seems like a forgotten password situation. On further investigation, it's discovered that the customer's system is missing a recent software update required for authentication. The real problem wasn’t with the login credentials at all, but with an outdated software version.
The back and forth conversation between the customer and agent in the form of questions, discussions, and suggestions is what adds depth and clarity, eventually leading to the solution. A ticket that records all these interactions holds highly valuable information that can be used by others to solve similar problems. However, as this information stays within the ticket, the extent to which it can be reused is limited.
Availability
Permission Required Users with permission to setup Zia can enable Article Generation. Users with permission to Tickets and Knowledge Base can publish the articles.
Check Feature Availability and Limits
Converting ticket conversations into KB articles
Business can reuse information available in ticket conversations by converting selected conversations into an article, which is then published in the knowledge base, making the solution available for both agents and customers. Zia facilitates Intelligent Document Processing (IDP) by analyzing structured and un-structured content into meaningful articles that have standard template.
By converting ticket conversations into articles, the agent can:
- Reuse valuable information
- Document real-time problems and solutions
- Reduce repeated queries on similar problems
Agents can select conversations (incoming threads, forwarded threads, agent replies, public comments, and private comments) and convert them to an article. The selected conversation is then sent to the generative AI service, which analyzes the conversation and creates a standard article from the information available.
This AI-generated article is created as a draft in the knowledge base, with default view permission. The agent can further edit to refine the content if needed, add meta tags, and relevant SEO details to the article before publishing.
Points to remember:
- Between one and ten conversations can be selected to generate an article.
- Agents can select conversations from incoming threads, forwarded threads, agent replies, and public and private comments to generate an article.
- No PII or customer details specific to the issue discussed will be shared to the generative AI model or included in the article.
- Attachments in the ticket cannot be used to generate an article..
- Article generation will not be available if the ticket conversation is in a language that is not supported by Zia. Read more about Languages supported by Zia
- Article generation will also not take place if the default language set for the knowledge base is a language that is not supported by Zia.
To enable converting ticket conversations into article
- Navigate to Setup > Zia > Generative AI
- Under Feature preference, toggle Article Generation.
To convert ticket conversation into article:
- Navigate to the Tickets module and open the required ticket.
- Click Zia, then select Ticket to Article.
- Select the required conversations from the pop-up.
- Click Generate Article.