A knowledge base is an essential resource that serves as a centralized repository of information. It can be utilized externally by customers or prospects seeking to learn more about a product or service, or internally by employees looking for answers to common questions or problems.
Forethought’s Discover provides a user-friendly solution for creating a comprehensive knowledge base. It uses customer support interactions such as emails, chats, calls, and surveys to generate relevant and useful content. Discover identifies topics with knowledge gaps and creates draft articles, which can then be reviewed and published to your knowledge base. These articles are aligned with customers' needs and expectations, accurately reflecting their language and tone.
Benefits of Using Discover
- Cost and Resource Efficiency: Discover helps save costs and resources by reducing the workload of support agents and minimizing the time content writers need to create and publish relevant support articles.
- Customer Satisfaction: A well-maintained knowledge base improves customer satisfaction and loyalty by enabling self-service options and providing a better customer experience.
- Sales and Conversions: Educating potential customers about the features and benefits of your product or service can increase sales and conversions.
- Employee Productivity: It enhances employee productivity and efficiency by reducing the time spent searching for information or performing repetitive tasks.
Discover Knowledge Gap
To access Discover Knowledge Gap, click Discover > Automation > Knowledge Gap.
The banner at the top displays the number of generated articles for detected gaps, and potential ticket coverage.
A summary, related topics and articles are provided for each generated article. The number of tickets covered by this article is also indicated.
When you click on a generated article, a side drawer appears, providing more information about it. Additionally, there is a tab for ticket sources where you can view relevant ticket details, a summary, and the conversation history between the agent and the user.
Discover All Topics
In all topics page, the following icon helps you identify topics for which Forethought AI has generated articles. Discover generates two types of article.
Clicking on the article icon takes you to the Topic View → Generated articles
Discover generates two types of articles
- When Discover detects a gap in the knowledge base, then it generates an article.
- Even if Discover detects no knowledge gap but identifies that it can generate a good article for the topic, it generates one.
You can look at the article-generated icon to identify whether an article is generated for a gap.
This icon indicates article is generated where a knowledge base gap has been identified.
This icon indicates article is generated, but no knowledge base gap for the topic has been identified.
Topic View Page
- On the topic view page, when you scroll below the metrics, you have two tabs: Tickets and Generated articles.
- Click on Generated articles to see the list of articles Forethought AI generated.
- Click on the article to see the generated article.
- You can upload the article as a draft to your help desk for further editing, or you can copy the generated article to your clipboard and paste it to a tool of your choice for further editing.
- To upload the article, click Upload. To copy the article, click Copy.
- Select the integration and the necessary options and click upload as a draft.
How can you give feedback on the article?
Every article has a 👍 or 👎 option.
Clicking the 👎 should get you a screen for additional feedback that can help improve the articles for you.
Frequently Asked Questions
Q: How does Discover ensure articles are contextual?
A: Discover generates articles by leveraging interactions between users and agents. This approach ensures the articles are highly contextual and based on your customer support data, resulting in more accurate and relevant solutions to user queries.
Q: How does Discover select a ticket source to generate an article?
A: Discover prioritizes ticket sources based on the following criteria:
- Recent Tickets: Discover prioritizes tickets that are less than 6 months old to ensure agent responses are up-to-date.
- Agent Response Quality: Discover automatically selects tickets with coherent agent responses as eligible sources.
- Topic Relevancy: Discover selects tickets with agent responses that directly contribute to the subject of the generated article.
Q: Can each generated article have more than one ticket source?
A: Yes, each generated article can include up to 10 relevant ticket sources. However, the average number of ticket sources per article is typically 2 to 5.