ALVAO Knowledge Base AI Assistant
This module automatically generates knowledge base articles about recurring issues and proposes solution. It continuously analysis tickets, identifies ticket groups related to same issue, and extracts solution procedure from tickets that have already been resolved.
When a new knowledge is generated, an email notification is sent to main solvers and managers of related services. They can review the knowledge. Until then, the knowledge is accessible to users and marked as "AI-generated".
Technical requirements
- ALVAO Service Desk
- On-prem deployment:
Installation
Install the ALVAO Service Desk AI Assistant module. You don't need an activation key for that module to install it.
Configuration
On the Administration - Service Desk - Services page, select the services you want to automatically generate knowledge for, click the Edit properties command, go to the Other section and turn on the AI Assistant - Automatically generate knowledge.
Advanced configuration
On the Administration - Settings - Advanced page, you may configure some parameters of the algorithm.
| Name | Default value | Data type | Description |
|---|---|---|---|
| KnowledgeBaseAIAssistant.MinTicketSimilarity | 90 | Int | Minimal similarity in % of tickets that will be used to create an article. |
| KnowledgeBaseAIAssistant.MinSimilarTicketCount | 3 | Int | Minimal count of similar tickets to create an article. |
| KnowledgeBaseAIAssistant.AnalyseTicketCount | 5 | Int | Maximal count of similar tickets from the cluster that will be sent for analysis to create a new article. |
| KnowledgeBaseAIAssistant.ShowRelatedTickets | false | Bool | Display list of similar tickets that are related to the article via GeneratedArticleId. |
| KnowledgeBaseAIAssistant.NotificationSchedule | 7,1,8 | String | Send notification about new generated articles. The format is: period in days, starting day of week, hour. |