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  1. Jira Service Management Cloud
  2. JSDCLOUD-15000

Improve learning process of the Virtual Agent, its integration with the Knowledge Base (KB) and its ability to guide customers more effectively.

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • Virtual Agent
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      Summary

      The Virtual Agent does not learn from customer interactions or feedback. While it can suggest intents based on past tickets, it does not automatically suggest KB articles relevant to the identified intent. The functionality for more dynamic guidance based on user issues is currently limited and requires manual configuration by admins on respective intents.

      Workaround -

      To combine KB articles with intents, admins can embed article links within certain steps of the intent flow. 

            [JSDCLOUD-15000] Improve learning process of the Virtual Agent, its integration with the Knowledge Base (KB) and its ability to guide customers more effectively.

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              Unassigned Unassigned
              8ee2d1e0f6b6 Shamanth Holla (Inactive)
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                Created:
                Updated: