AI Knowledge is a powerful tool in Comm100 that strengthens your knowledge base by turning unanswered or poorly rated responses into opportunities for improvement. When your AI Agent or AI Copilot leaves a question unanswered or receives a thumb-down, it often signals that your KB content is incomplete, outdated, or inconsistent. Instead of forcing you to sift through hundreds or even thousands of articles, AI Knowledge analyzes your content and feedback to pinpoint exactly where updates or new material are needed.

With these insights, AI Knowledge recommends when to revise an article, create a new one, or refine wording to keep your KB consistent. This continuous improvement cycle ensures that your AI Agent and AI Copilot deliver more accurate, helpful, and reliable answers, while your knowledge base remains well-organized, relevant, and up to date.

Step by Step Instructions

1. Log in to your Comm100 Control Panel.
2. From the left navigation pane, go to AI & Automation > AI Knowledge. The Analyses tab will open.
   
   
3. Click New Analysis and choose between Static or Feedback analysis.
   
   • Static Analysis
     Static analysis reviews existing KB articles and suggests revisions. You can select one provider at a time (Comm100 KB, Confluence, or ServiceNow) and analyze one KB per run.
   • Feedback Analysis
     Feedback analysis reviews actual customer interactions and feedback from unanswered questions and thumbs-down responses. It then generates suggestions to improve existing articles or recommends new ones to fill content gaps.
     Note: If the unanswered question is marked as out of scope, it will be excluded from future feedback-based analyses.
4. Click Start and wait for the status to change to Completed. The processing time depends on the volume of feedback items but usually takes a few minutes.
5. Once complete, click the number in the Recommendations column to view results.
   
   
6. On the Recommendations page, you will see a list of the articles that AI suggests editing or creating.
7. Click Edit in the Operations column to open details.
   • Revision Type
     If the AI suggests updates to an existing article, the recommendations are categorized into four areas: Grammar & Typos, Clarity, Redundancy, and Content Gaps. Along with detailed change suggestions, the system points out the exact location in the article where each edit is recommended.
     
     
   • New Article Type
     When no related article exists, the AI will recommend creating a new one. To ensure accuracy, you should provide thorough answers to the questions and then click Generate Article to create a draft based on your input. You can save it, discard it, or re-generate it by refining your answers
     
     

For details on how to manage agent permissions, see this article.