Feature Request: Hide sensitive data

Hi @Apsara, thank you for flagging this with us. We’ve gone ahead and deleted the recommendation that contained information about terminations. We’re also working on an ML approach that will prevent us from displaying employee names within the recommendation titles. Let us know if you have other ideas on how to improve the product. 

Thanks

I think adding  the ability for users to 🚩summarizations and add keywords or information as to why it should be blocked that can feed to moveworks to train their models would be great.

Also by flagging somehow that summarization is hidden from everyone

Yes, that’s an excellent idea. 🙌 Keep them coming! 

In addition some of the ticket comments and notes are not useful or has gaps that we don’t want to summarize as a suggestion.  Maybe a “thumbs up and thumbs down” for the sources to signal what’s good vs not good to help the content.  The prioritization can then drive priority for the summarization.

Thoughts

Access controls  so different domains could see only their domain pulled knowledge articles. Example: If HR tickets are coming into Knowledge Studio- you could assign the domain access to those individuals responsible for that knowledge. 

+1 @jbentahir on the access controls that would be needed. This is a common theme we hear as well especially if we extend support to HR tickets. 

@Apsara it sounds like you’d also like to be able to specify which tickets we should use to generate the article? Did I understand your request correctly? For example if you’re writing a VPN article and we’ve found 10 tickets related to VPN, you want to be able to specify which of those 10 we should use? I want make sure I am understand your feedback so please let me know if this is what you meant.

For Technology Tickets.

Let’s just say 10 tickets were used for VPN but one of them had something like “called and slacked the user” as resolution notes.  We want to “thumbs down” that content so your model will learn where comments like like “called and slacked user” is not a reasonable piece of data to use for KB generation.

Marking this feature idea as “Future Consideration” as there’s a few different product ideas mentioned in this post. One update that is already available to our customers is the ability to specify which which types of tickets Knowledge Studio should use for your recommendations. For example if you wanted to exclude any tickets that mentioned “termination”, you can work with your customer success team to make this update. You can also file a support ticket requesting this update. More details on this configuration here: 
https://help.moveworks.com/docs/knowledge-studio-configuration#specify-tickets-knowledge-studio-should-use-for-recommendations