Introduction

In a Conversational AI solution, the pivotal role of a healthy knowledge base cannot be overstated. The knowledge base is crucial for generating high-quality responses that are rooted in well-structured and precise information. A healthy knowledge base:

• Ensures that your brand consistently delivers information that’s relevant and reliable to your consumers
• Creates grounded Generative AI solutions
• Makes for positive consumer experiences

But we get it. Your knowledge bases can be large—with extensive content—making it difficult for you to understand just how healthy they really are. You need tools to help you stay on top of this. KnowledgeAI™’s Health Assessment tool is designed to help meet this need. It’s powered by some advanced algorithms that capitalize on the capabilities of LLMs.

The Health Assessment tool checks for redundant (similar) info across the articles in the knowledge base, so you can use this quantitative and qualitative data to take action to fix or optimize the articles. (The tool doesn’t check for redundant info within a single article.)

Limitations

• The Health Assessment tool is available only for internal knowledge bases, i.e., only for knowledge bases that store article content within KnowledgeAI. This includes knowledge bases that are connected to external KMSes via LivePerson’s Integration Hub.

  The tool isn’t available for external knowledge bases that use the external KMS’ query and answer API, where article content is only stored outside of KnowledgeAI.

• Currently, the tool only works within a single knowledge base; it doesn’t work across multiple knowledge bases. To work around this, combine the knowledge bases and then run the tool to see the results.

Key terms and concepts

Redundancy in the context of articles refers to the extent to which two articles provide similar or overlapping information. For example, the following sentences might be considered redundant:

• From article 1: “Our high-speed Internet service ensures quick download speeds and data retrieval.”
• From article 2: Experience fast Internet with our service that offers speedy downloads and quick access to information.”

Show or hide the tool and related data

By default, the Health Assessment tool is on. You can hide the tool and related data if desired.

1. Access KnowledgeAI.
2. Open the knowledge base.
3. On the menu bar in the upper-left corner, click Settings.

4. Scroll down to Knowledge base management, and locate the Enable knowledge base health assessments setting:

   • To hide the tool and related data, clear the setting.
   • To show the tool and related data, select the setting.
5. Click Update.

Run a health assessment

1. Access KnowledgeAI.
2. Open the knowledge base.
3. Display the Summary page or the Change History page.

4. Click Run Assessment in the upper-right corner.

   You can check the status of the job on the Change History page.

   

Find and resolve redundant articles

1. Access KnowledgeAI.
2. Open the knowledge base.

3. On the Summary page, in the Knowledge base health card, click Fix Articles.

   

   This takes you to the Articles page, and it immediately applies the “Redundant Articles” filter to the list of articles.

   

4. Click the { # } Redundant Articles badge, and then select View Redundant Articles.

   

   At this point, your task is to review the content in the articles and update it as you require. This might mean that you remove the redundant info from one of the articles, although you don’t have to.

5. Click the 3-dot menu for an article to view the options: You can edit the article, view all of the versions of an article and restore an earlier version, compare the redundant articles, and delete an article.

   

   Only the top or “parent” article (in the group of articles with issues) offers the option to compare the redundant articles.

6. Update the content in the articles as you require.

   The next step is to mark the articles as fixed.

   Articles marked as fixed are not included in future assessments (i.e., they’re not evaluated in relation to one another) until one of the involved articles is updated again. For example, assume articles A and B are detected as redundant, and you resolve this issue by updating article B and then marking A and B as fixed. The pair of A and B are not evaluated in relation to each other in future assessments until A or B is updated again.

   Even if you didn’t make any changes to the articles, complete the next step if you want to get rid of the warnings about existing issues.

7. Mark the articles as fixed:

   First, select the articles to mark as fixed, and click Mark selected as fixed. Or, just click Mark all as fixed.

   

   Then, optionally enter a note to describe the fixes you made and the reason for them. Click Resolve.

   

   The note isn’t available in reporting elsewhere in KnowledgeAI, but stay tuned for enhancements in this area.

Review the knowledge base’s health assessment history

The system stores all of the health assessments that have been run for a knowledge base. To refer back to them:

1. Access KnowledgeAI.
2. Open the knowledge base.
3. Click Change History on the menu bar in the upper-left corner.

4. Scroll down to the Health Assessments section.

   

Tips

• Take advantage of the “Redundant articles” filter as you work with redundant articles.

  

FAQs

Does the system display which parts of the article content are identified as redundant?

No, not at this time. In the first or “parent” article in the pair (or group) of affected articles, there’s a Compare redundant articles option. Use it to review and compare the involved articles.

Are health assessments run automatically?

No, not at this time. They’re only run manually by you.

Are there any sensitivity parameters that I can customize?

No.