Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Agents not receiving knowledge suggestions

Updated on May 10, 2021

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

Pega Sales Automation Implementation Guide

Voice AI suggests an article to a sales representative 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, and the sales representative has not already viewed the case in the current interaction.
  3. You have enabled the knowledge management setting in your application's toggle settings.

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: Your competitor Seetec gave us a very competitive offer
At least one suggestion was found from the utterance
Articles suggested: {
"ArticleAbstract":"Seetec - Company overview, competitive positioning and our product strengths"
,"ArticleTitle":"Seetec Battlecard"

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 setting not enabled

Confirm that you have enabled knowledge suggestions by selecting the Enable knowledge management checkbox in the Toggle Settings within the Administration tab of the user portal. If this checkbox is not selected, knowledge suggestions in Voice AI do not work.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us