Feature Request: Pull in other sources

I thought it was also utilizing knowledge sources the bot is already connected to, but I could be mistaken. @Moveworks can you confirm? If they aren’t already ingested, this is definitely a need!

@jbentahir at the moment we are only indexing IT tickets. In order for us to generate knowledge articles that are accurate we rely on good ticket notes (closed notes, work notes, and activity logs). 

Today we are not indexing your existing knowledge articles. Within the product we do provide you all with a set of knowledge recommendations that are tagged as  “Knowledge gap” and “Knowledge update”. We have a ML model that determines whether or not the recommendation we’re providing you is considered a “Knowledge gap” or “Knowledge update”. This ML model that makes the prediction looks at your article titles to make the prediction. For example if one of your knowledge recommendations is about VPN and you already have knowledge articles about VPN then we’ll likely tag that recommendation as a “Knowledge update”. I can understand how it can appear that we are indexing knowledge articles based on the knowledge recommendation tags. 

I have a few questions for you all 🙏: @Apsara @jbentahir 

• Have the “knowledge update” recommendations been valuable to you?
• What additional information would you like us to provide in order for “knowledge update” recommendations to be valuable to you? 

I haven’t updated any of our articles yet, as we are working on operationalizing the tool for our internal folks. Will give feedback once I do. 

Great! We will stay tuned for additional feedback. 🤗 Let us know if you need any help as you operationalize the product within your organization. 

Updating the status of this product idea to “Future Consideration”. We recently did add “potential articles to update” as references to your recommendations and newly created articles. However we are not using articles as a source for knowledge generation. As we evolve our roadmap next year, this is an area we will consider.