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Suggest Macro but not Helpcenter Articles
Posted Apr 30, 2024
Hi,
We're experiencing an issue where the "Support to RMA Form" macro, despite being highly rated, is being suggested inappropriately 90% of the time. It appears that the system isn't utilizing our Help Center articles to craft responses. To address this, I disabled the macro, but then the system defaulted to the next frequently used macro, "Dear Name," and subsequently to the "Phase Out" generic table macro.
It seems the system prioritizes the most-used macros over actual AI analysis of the content. Additionally, since agents typically select 2-3 macros per update, the module for AI-generated answers from KB articles is underutilized—this feature was our main interest rather than further macro recommendations.
Is there a way to modify the settings so that the system prioritizes Help Center articles over macros? Currently, the fact that "macros are evaluated first, followed by help center articles" is a significant issue for us.
Thanks for your assistance,
Tobias
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2 comments
Aja Varney
We're experiencing the same issue. We don't heavily use macros, so the AI is defaulting to 1 macro in particular (which isn't correct) and does not seem to be taking into account the extensive help center content at all.
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Amisha Sharma
Thanks for providing feedback. This is super helpful feedback and also feature request (to be able to choose the sources you want the suggestion generated from). We will take these into account. Thanks!
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