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nathalie.kuicheu
New Participant
May 16, 2024
4. Future Consideration

Index Knowledge ingested but Next-Gen Copilot in order to be able to rank KB articles to prioritize internal Knowledge

Related products:AI Assistant
  • May 16, 2024
  • 2 replies
  • 37 views

Hello,

 

We recently went to PROD with Next-gen copilot model and we see from our analytics data that the bot is replying to our users with procedure using external knowledge while there is a different internal procedure for our users. 

We would like the bot to prioritize the internal knowledge and to use the external knowledge only there is no available article knowledge internally. We had this priority with the classic model and we lost it with the internal knowledge.

 

We know that we can manually deactivate bot ingestion to some external articles, but it is a manual work to do to go through all our internal process articles that have an external articles, we don’t have capacity for that, that’s why actually we needed a bot in the first place.

 

Thank you!

    2 replies

    rraj
    rraj
    Community Manager
    May 26, 2024

    Hi @nathalie.kuicheu - I completely understand your need. In Copilot, prioritization has to be implemented differently from Classic, because it Classic we needed to show the internal article at a higher position in the list. However, in Copilot, we need to detect that there may be two articles (internal and external) that are on the same topic, and then also select content from the internal instead of the external. 

    This is a more challenging problem, but our ML teams are looking into approaches for solving this. I’ll share updates on this when we have identified a solution and provide an ETA for it.

    Thanks,

    Ritwik

      kyril.remillard
      kyril.remillard
      Community Manager
      June 3, 2024
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