We're experiencing several interception issues with the Copilot version of the bot, which has made the experience increasingly frustrating for the team. I’m documenting one such issue below for the product team to evaluate as a potential improvement opportunity.
In the classic version, when the bot intercepted a ticket, it posted its full response along with the referenced KB article links directly in the ticket comments. This was extremely helpful, as it allowed us to:
- See which KBs were recommended to the user
- Track the bot’s response accuracy
- Take corrective actions by updating or improving the KBs based on user feedback
However, in the Copilot version, the bot only adds the answer summary in the ticket comment without any reference to the underlying KB sources. Since the bot is summarizing content from the top-ranked results, we have no visibility into which KBs were used to generate the response. This lack of transparency makes it difficult to validate or improve content quality.
Moreover, we can’t depend on end users to manually share this information from their chat platforms each time—it’s neither scalable nor reliable.
We’ve lost many of the valuable capabilities that the classic bot used to support, and this is affecting our ability to govern and improve content effectively.
Suggestion
Include the source KB links or identifiers along with the bot’s response in the ticket comments, just as it worked in the classic version. This will improve traceability, content governance, and user trust in the system.
