AI suggestions for article keywords and descriptions
As service representatives search for articles, the system searches for article titles, and the keywords and descriptions that are defined in articles, to find the best articles to suggest. As you're creating knowledge articles, make sure that you provide correct and accurate keywords and descriptions to help make locating articles easier for users who are searching for content. For example, a user might search articles by entering the word printer in the search box. While writing content, you might find it difficult to ensure that the keywords and descriptions that you're defining are the most appropriate and will allow users to locate the article effectively.
Dynamics 365 Customer Service includes the ability for you to apply AI to provide suggestions for article keywords and descriptions. These suggestions can help content authors select the correct keywords and descriptions when writing content, which helps improve their productivity.
The AI suggestion feature helps:
Assist authors by suggesting keywords and descriptions based on the article content that's stored in the built-in knowledge article entity.
Enable admins to select the source data (text only) fields that the AI model will use. The default fields are Title and Content.
Organizations can enable the AI keyword and description suggestions in the Customer Service admin center. You can enable these suggestions from the Operations group by going to Insights and selecting Manage next to Suggestions for knowledge article authors.
Suggestions are made based on the article title and article content. By default, those fields are mapped to the Title and Content fields on the article. If you're ingesting articles, you can map to the ingested article URL for either field.
AI suggestions for article keywords and descriptions
After they've been enabled, suggestions will be available to authors as they're creating knowledge articles. The View suggested keywords and description dialog appears when the article content field is updated and the knowledge article is saved. When authors select the View button, they'll be presented with a dialog that includes suggested keywords and a description.
Based on the content that was analyzed, you'll be presented with multiple keyword suggestions. You can select individual keywords that you want, or you can insert all suggested keywords. Keywords are limited to 4,000 characters total. You'll be provided with one suggested description. You can edit the description before you apply the suggested changes. Descriptions are limited to 155 characters total, including spaces.
Important
The model takes the first 2,200 characters to generate suggestions. To get good suggestions, we recommend that authors describe the problem to be solved within the first 2,200 characters in their articles.
For more information, see Configure AI suggestions for article keywords and description.