AI KnowledgeAI Knowledge helps keep your Comm100, Confluence, or ServiceNow knowledge base up to date by running two types of AI scans:

• Static Scan – It’s like copying an article into ChatGPT and saying, “Rewrite this to make it clearer!” The AI reviews selected articles and provides recommendations for:
  1. Grammar and typos
  2. Clarity
  3. Redundancy
  4. And more
• Feedback Scan – It analyzes unanswered or down//voted questions coming from AI Agents or AI Copilots. If there's a related article, it suggests specific revisions to improve that content. If not, it creates a ready-to-publish draft based on the question.

How to run an analysis

By clicking the “New Analysis” button, you can choose between two options:

• Static Analysis
  Run an analysis on selected Providers (Comm100, Confluence, ServiceNow), specific Knowledge Bases, and chosen categories.
  
• Feedback Analysis
  Use this to analyze feedback from AI Agents or AI Copilots. To run an analysis you should decide about:
  1. Source: Unanswered questions or thumbs-down responses from AI Agents or AI Copilots
  2. Created Date: Filter by when the sources were generated
  3. Is Processed: Avoid re-analyzing the same sources by filtering out already processed items

How to check the recommendations (result of the analysis)

After waiting for the analysis to finish (It might take couple of minutes based on the number of articles, number of unanswered questions & thumb down answers) the status of the analysis changes to “Completed” from “In Progress”; now you can:

1. Click on the number of recommendations in the Analyses page
   
2. Filter the related recommendations under “Recommendations” page.
   

How to Use Recommendations

Each analysis generates a number of recommendations (ranging from none to hundreds). There are two types:

• Revision: Suggestions for improving an existing article.

Note: Static analysis results only include revision recommendations.

• New Article: Created when the AI can’t find a related article. It generates a draft for a brand-new article based on the identified need.
  If the AI needs more information before drafting the article, it will first ask some clarifying questions. The agent can then decide whether to proceed with generating the article based on those answers.
  

Note: In this version, the original article is not updated automatically. Agents can review the recommended content and manually apply the changes to the original article as needed.

Permissions