Question
Do labels help the AI tool in messaging locate appropriate articles and serve them up? How do AI agents weigh which articles are the most relevant or important?
Answer
You can use the labels to specify articles that should be used in autoreplies. For example, if there is an article that AI agents should consider and suggest, you can add the label use_for_autoreply to that article. You can also create differentiated labels based on the type of user, such as iOS and Android to articles with content specific to different platform segments.
It is important to create concise, focused content and to simplify your content wherever possible. For AI functions, it is better to have several short articles that each answer one question rather than fewer broad articles. Titles, labels, and article content all play a role in how AI surfaces and suggests an article. For more information, see the article: Best practices: Optimizing for autoreplies with articles
Keep your labels short and concise. Labels help surface articles in searches and improve AI recommendations, and the title of the article and first 45 words of the article body are weighted more heavily than labels. If articles are not appearing in suggestions as expected, first optimize your article titles and content, then review your labels. For more information, see the article: Optimizing your help center content for AI agents.