Generating Knowledge Articles

The knowledge generation feature lets you create or update knowledge articles for CXone Mpower Expert. Actions leverages advanced language models and analyzes past customer interactions to generate high-quality article drafts on specific topics. You can:

  • Upload a new article or edit an existing one on a specific topic you wish to cover. The language model generates the article based on interactions that match certain criteria, defining them as good conversations.

  • Generate articles from relevant available transcripts and publish them to your knowledge base.

  • Ask questions and give instructions related to modifying, enhancing, or analyzing the content of the knowledge article itself in the prompt box.

Prerequisites for Generating Articles

You must have the following licenses:

  • IA Advanced or IA Premium or (IA Basic and ACD AutoSummary)

  • CXone Mpower Expert

Be sure that:

  • You have configured the CXone Mpower Expert settings for Actions. Make sure that you have set the Enable KB Article toggle.

  • You have publish permissions in Expert.

  • The email ID of the user in Expert and in CXone Mpower User Hub match.

Create and Publish an Expert Knowledge Article

  1. If you are using Actions, click the Knowledge Article tab. In the conversation panel, do one of the following:

    • Type in the specific topic for which you want to create an article.

    • Click for a list of suggested questions.

    After you enter a topic, Actions automatically creates a draft article based on relevant transcripts. If there are no relevant transcripts found for your chosen topic, Actions will create an article through AI using information from the web.

  2. If you are using the Observability Dashboard:

    1. From the Autopilot Knowledge panel, click GenAI Performance.

    2. Scroll down to the data grouped by categories.

    3. Expand the category that includes the query you want to generate a knowledge article for. Click the Info button for the query. The Response panel for the query appears on the right side of the page.

    4. Click the Create Article button to generate a knowledge article.

    An AI-generated article is drafted based on the transcript.

  3. You can customize the article in one of the following ways:

    • Use the Edit by AI button to regenerate the article using AI options, such as changing the tone to casual or friendly.

    • Click the Edit button to manually edit the article.

  4. Click the Publish button to publish the article to Expert as Draft or Live. The availability of these options is dependent on your user settings.

Notes About Generating Knowledge Articles

  • To view the sources of your draft article, click Show Sources on the Knowledge Article panel.

    • This will display the transcripts from which the draft was sourced. It also displays transcripts that match the topic you requested. The transcripts are filtered to only include interactions where the customer's concern was resolved and with a Customer Satisfaction (CSAT) score of six or higher.

    • You can choose which transcripts you want to use in your article by selecting the radio buttons. If you find that the relevant transcripts are not available, you have an option to create the article using information from the web.

    • You can select up to three transcripts. At the bottom of the table, you'll see a count of how many transcripts you've selected out of the total allowed. For example, if there are five records available and you select two, it will show as 2/3 records selected. If there are two records and you select only one, the message will read 1/2 records selected.

    • After you've selected multiple records, the summary line above the table will update to show the number of transcripts taken as source and the average CSAT score.

    When you regenerate the article based on your new selection, Actions displays a message that the article is updated to include the content based on your selection.

  • If you want to search for specific text within the AI-generated article and combine it with an existing knowledge article from Expert, you can use the Search and Add from Expert option. Enter the relevant text in the search box. If a matching knowledge article is found, it is combined with the AI-generated article to create a more comprehensive knowledge article.

The sample questions below are general examples. Their relevance depends on the specific topic that your agents talk about.

  • Create a new knowledge article with instructions to set up an online account.

  • Create a new knowledge article with instructions to set up automatic payment.

  • Create a new knowledge article with instructions to cancel an order.

  • Create a new knowledge article with instructions to schedule an appointment.

Maida, a customer support manager at a streaming company, recognizes an increase in customer inquiries about a free streaming service. She finds that not all agents are equipped to handle these queries, leading to extended resolution times. However, she also notes that some agents efficiently resolve these concerns.

Maida asks Actions to create a knowledge article for instructions to provide information on the free streaming service.

Actions creates a knowledge article by using the best transcripts of the agents that were able to handle such calls effectively.

After the draft article is generated, Maida fine-tunes it by using the Edit button and AI tools to change the tone, ensuring it’s comprehensive, clear, and helpful. She then publishes the article. This knowledge article is now available in the company’s knowledge base, serving as a practical guide for all customer support agents.

The creation of this knowledge article will help other agents and provide them with the guidance they need to improve their performance in handling free streaming service queries. This approach aims to reduce resolution times and enhance overall customer satisfaction.