Improvements - KCS Flow

Agents are only as good as the resources that feed them - how do we ensure that they keep getting better? The Improvements page allows you to generate and update information to improve the performance of your AI Agents, based on the Agent's own experience resolving and escalating issues.

Based on the Agent's escalation reason, the issue topic and the frequency the topic comes up, Pylon will suggest whether a new article needs to be generated, or an existing article updated.

If you click into a Topic, you will see a summary of the issue and what users are looking to resolve. You'll also see a list of resources that the Agent pulled on when trying to resolve these issues. You can either create a brand new article by hitting the Generate Article button, or the circular arrow (Review AI updates) if you just want to edit an existing article.

Keeping Topics & Articles Up to Date

For each topic, Pylon will show a list of articles that are being tracked - you'll see them categorized as "Needs update" or "Up to date". If you feel like an article that is relevant to a topic is missing, select Add Existing Article.

If you believe an article is incorrectly categorized for a specific topic, you can remove it from the list.

Generating a New Article

Clicking Generate Article will allow you to choose an existing template, or start from no template at all (You can create custom templates that fits the style of your company under knowledge base > templates). This will get generated using the context that is provided in linked issues, and how those issues were resolved.

Once you click Generate Ticket, you'll be presented the full article for review, and then the ability to Publish.

Updating an Existing Article

For each article listed, you should see a circular arrow. Clicking this will open a modal that shows AI suggested edits, based on how those related issues were resolved. These edits will be highlighted in blue, and you have the option to Accept or Reject the changes.

Best Practices

• Make sure that all the information you publish is correct and follows a MECE approach. Your knowledge base is your source of truth for your customers, your human support team and your AI agents.

• Compound is king: Make sure that you set a regular cadence to review gaps and improvement potential in your knowledge base - dependent on issue volume we recommend at least once a week.

• Explore AI agent only KB articles: They will be visible to AI agents (as a sources of knowledge) but not to the customer.