SmartAssistant Suggested Answers

SmartAssistant contains an autotuning feature that reviews the effectiveness of your current configuration and automatically makes adjustments and suggestions to improve results.

A tuned, optimized SmartAssistant can improve incident deflection rates and produce information that can be used to refine the knowledge base and provide guidance to agents. The autotuner enhances the search algorithm by closely tracking answers that have been appended to an incident thread as a link or text, or that an agent has explicitly identified as the answer that best resolved an incident. SmartAssistant will then give greater deference to these answers, as they are known to relate to or resolve issues submitted as incidents.

In addition, the autotuner reviews the many configuration settings that influence SmartAssistant results and recommends changes to ensure that they are fully optimized. And to help you understand the value of these recommendations and help you decide whether to accept them, their projected impact is also presented.

Note: You must enable the KF_SA_OPTIMIZATION_ENABLE configuration setting and add the autotuner component to your list of items for the Configuration button. See Edit a Configuration Setting and Create a Navigation Set for the Administrator.