Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

This new AI feature is fantastic, but we would like to know how often it is being used and ensure our agents get “credit” for using this feature and the knowledge base, exactly like how the adding links to tickets works (or feedback)

What problem do you see this solving? (1-2 sentences)

KCS engagement is an ever evolving and growing concept for customer support teams. AI is a fantastic addition to this - but we really need to be able to measure how often our team is using this feature vs linking articles outright to customers.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Daily. It brings down our engagement score for our Knowledge program. We want this to be as high as possible as we believe that knowledge driven support is the way to succeed and power future AI efforts. Without knowing how often this is being used, we theorize agents will continue to link articles and not use the powerful AI that is now available to them.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Not yet.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

There should be a button similar to “Copy to conversation” that adds a log to the ticket when it is used and added.