Generative search for Agent Workspace provides AI-generated answers to searches within the knowledge section of the context panel. Agents performing searches in the knowledge section will receive generated answers to their questions, if available. Agents can then copy the answer directly into the ticket or click the link to the source article that contains the generated answer.
About generative search for Agent Workspace
Generative search evaluates the question or phrase that agents enter in the search box in the knowledge section of the context panel and generates an answer. The top matching articles, posts, and external content (on Enterprise plans where federated search is configured) are evaluated by OpenAI to generate the answer. The answer is posted in the context panel, alongside functions that allow agents to copy the answer into tickets and rate the response.
- Quality of your knowledge base - Because generative answers are based on your help center and external content, the quality of the quick answer depends on the quality of your knowledge base.
- Search input - Depending on the format and structure of the search query, you may not see a generated answer for every search. For the best results, avoid one-word search queries, and instead, structure your search query as a phrase, sentence, or question. Additionally, if there are no articles, posts, or external content that matches the search, an answer will not be generated.
Generative search for Agent Workspace EAP is currently limited to English language searches. However, additional languages may be added in the future.
Activating generative search for Agent Workspace
By default, generative search is not activated in your account. Guide admins can activate this feature in Admin Center.
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel.. The configuration settings for the context panel appear.
- In the Knowledge section, under the Quick answers header,
select Show a quick answer before search results to activate
generative search in Knowledge in the context panel.
- Click Save.
Using generative search for Agent Workspace
Guide agents can use the Knowledge section of the context panel while working with tickets to conveniently get information and answers relevant to the conversation they're in. When generative search for Agent Workspace is activated for your account, agents can view and work with AI-generated answers that answer the question they ask in the search query.
To use generative search for Agent Workspace
- In a ticket, click the Knowledge icon (
) in the sidebar to open the knowledge
section. - Click the Search icon (
). - Enter your search term, then press Enter.
If a generative answer is available, it appears in the Quick answer section above the search results. You can click the AI suggestion based on link to view the source content that was used to generate the answer.
If an answer is not generated, you can:- Avoid one-word search queries. Structure your search query as a phrase, sentence, or question. For example, the search query "How long will it take?" will be more likely to generate an answer than the single search term "time".
- Remove the search filters to expand your search query and try again.
- (Optional) Click
to copy the generated answer
directly into the ticket comments field. - (Optional) Submit your feedback about the quick answer.
Feedback is retained for up to 90 days and is used to assess and improve the quality of answers produced by generated search.
- Click the thumbs-up icon
to indicate the answer was
helpful. - Click the thumbs-down icon
to indicate the answer was
not helpful. Select the reason that best matches the reason for your
rating. Type any additional feedback you may have, then click
Submit feedback.
- Click the thumbs-up icon