How to Use AI to Create New Knowledge Base Articles
- The Wavity Platform includes a powerful AI-driven feature that supports the Self-Evolving Knowledge Base. This allows AI to continuously analyze ticket data, identify content gaps, and assist Admins in creating new Knowledge Base articles.
- Go to the Customer Portal: From the main interface, click on the Customer Portal icon.
- Accessing the AI Knowledge Base Gap Analysis: Only Admin users have access to this feature.
- Access the Admin Console: Click on the profile icon, then select Admin to access administrative settings.
- Navigate to Knowledge Analysis: In the Admin Console, go to Knowledge Base > Knowledge Analysis.
- Start a New Analysis Run: You’ll see a list of previous analysis runs. Click Start New Analysis Run to begin.
Running the AI Analysis Process
- Step 1: Load Ticket Data: Click Load Ticket Data to fetch and display existing tickets from the platform.
- Step 2: Run AI Ticket Analysis: Click Run AI Ticket Analysis. AI will review ticket data and generate a list of common or high-frequency user questions.
- Step 3: Run Gap Analysis: Click Run GAP Analysis. This step identifies gaps in the existing Knowledge Base by comparing it with common ticket topics. Each result includes: gap score and disposition indicating whether a gap exists.
Creating and Publishing AI-Generated Articles
- Generate Draft Articles: Based on the gap analysis, the system will offer draft Knowledge Base articles. Click Generate Draft to create them.
- Edit and Customize Content:
- Modify the article title, category, subcategory, and access type.
- Use the Additional Content text box to enter more context or instructions, then click Regenerate to update the draft accordingly.
- Publish the Article: Once satisfied with the content, click Publish to Knowledge Base. The article will now be available in the customer portal for users.
