Proposal for Improving External Knowledge Feature Flexibility and Article Management
I would like to propose an enhancement to the External Knowledge (EK) feature, specifically concerning the management and exclusion of articles from the entities offered within our support bot framework.
Current Challenge:
The integration of external articles from entities such as Asana, Slack, 1Password, among others, is invaluable. However, we face challenges in maintaining a curated selection of content due to the platform's approach to entity article inclusions, which automatically includes all articles from selected entities. This often leads to the inclusion of irrelevant content, overwhelming users with articles not applicable to most (e.g., articles relating to changing global permissions or features not available to most users).
Furthermore, we have encountered an exclusion limit that restricts the percentage of articles we can exclude. This limitation does not consider the relevance of entities to our operational environment, resulting in the inclusion of content from tools not utilized by our company. We estimate that only about 50-60% of the articles for each entity would add value to the majority of our employee base.
Proposed Solution:
To address these issues, we propose the following enhancements:
- Enhanced Exclusion Flexibility: Modify (or remove!) the exclusion limit to allow a greater degree of control over which articles and entities are included or excluded, based on their relevance. This could include a nuanced approach to exclusions that doesn't penalize organizations for fully excluding irrelevant entities.
- Persistent Curation: Ensure that manually curated selections of included articles for specific entities are maintained and do not automatically revert to including all available content.
- Relevance-Based Inclusion Criteria: Introduce a feature that allows organizations to set criteria for relevance, automatically filtering out articles and entities that do not meet these predefined standards. This could include sub-categorizing features (e.g., Admin features) to enable swift exclusion of all admin-feature-related articles.
Value Proposition:
Implementing these changes would significantly enhance the usability and effectiveness of the EK feature for our company and potentially other clients. By providing more relevant, curated content, we aim to improve the efficiency of information retrieval for our users, reduce information overload, and increase overall satisfaction with our support bot.