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Agents not receiving knowledge suggestions

Updated on March 16, 2021

This section describes how to debug issues with Voice AI knowledge suggestions.

Pega Customer Service Implementation Guide

Voice AI suggests an article to an agent when the following conditions are true:

  1. A customer utterance results in the channel identifying a topic, and a knowledge article is associated with that topic.
  2. Voice AI has not already suggested or you have not already viewed the case in the current interaction.
  3. The display of Pega Knowledge articles is enabled in your application, and the intelligent guidance feature has not exceeded the limit for how many articles it can display.

Based on these factors, perform the following debugging steps for issues that might cause knowledge suggestions to work improperly:

Topic not identified or article not associated with the topic

If a customer utterance results the channel identifying a topic, and if a knowledge article is associated with that topic, developer tool logging displays the suggested article and the utterance that triggered the suggestion. The following sample code shows how the event should look in the log:

customer said: I am looking to refinance my house and wanted to know about the costs associated with it
At least one suggestion was found from the utterance
Articles suggested: {
"ArticleAbstract":"searching for fees & charges"
,"ArticleTitle":"searching for fees & charges"

If the log does not show this type of an event, use the preview pane on your Voice AI channel configuration landing page to verify that a given utterance results in the expected topic and that a knowledge article is associated with that topic.

If the preview pane shows the correct topic, and if you changed the channel configuration during the past hour, find and expire the scoped data page for the D_ChannelConfiguration node to ensure that the queue processors use the correct channel.

Article already suggested or viewed

Voice AI does not suggest a previously suggested or previously viewed article in the current interaction based on an earlier trigger.

Knowledge management settings not allowing suggestions

In App Studio, enable the display of Pega Knowledge articles, and then set the number of knowledge articles to a value greater than 1. For example, to have the intelligent guidance widget display four knowledge articles simultaneously, set the value to 4. If the intelligent guidance widget reaches the limit that you set, it displays no further knowledge suggestions.

For more information, see step 6 in Additional preparatory configuration.

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