When Answer Bot suggests articles to a ticket requester, does it use the subject of the ticket to determine which articles to suggest? What part of the ticket content does Answer Bot read?
Answer Bot uses the ticket's subject and description (first ticket comment) to gather context and determine which articles to suggest.
If you have Guide Professional or Enterprise, this behavior is slightly different in the Knowledge Capture app. In these instances, Answer Bot uses the most recent comment from the requester to suggest articles to agents. For more information on Answer Bot, see Answer Bot resources.