Tikit Virtual Agent continues to grow with new functionality for everyone’s Knowledge Base. Whether you need to create Agent only specific articles, place articles in a Status of Draft, or now go even further with generative artificial intelligence on Azure. Tikit’s Knowledge Base can now do even more!
First, the underlying artificial intelligence Tikit Virtual Agent uses to provide Knowledge Responses whether they be Articles or Templates has improved. Whether your Knowledge Base is predominantly keyword driven or phrase driven, overall confidence scores have improved. Coupled with Multiple KB responses, employees will continue to get exactly what they need.
Next, we’ve updated the Knowledge Base with several new fields:
- Control the Status of an Article (Draft, In Review, Active).
- Control if the Article is only visible to Agents.
- See who Created/Last Modified an Article.
Articles that are in a Status of “Draft” or “In Review,” will never be served by Tikit Virtual Agent. Whereas articles in a Status of “Active,” will be served. Best of all, Agents can now experience Tikit Virtual Agent like the rest of the organization as Agent Only articles in addition to Active Articles will be served just to Agents. This provides not only flexibility for employees across the organization and roles across Tikit, but even a means for testing out Articles before they go live.
Last, Tikit can now optionally integrate with OpenAI’s generative artificial intelligence as it exists on Microsoft Azure. With this approach, you can upload your own documentation and ensure it stays with you in your Azure Tenant.
Once configured, interactions with Tikit Virtual Agent have the possibility of becoming generative in nature. But most importantly this control is entirely up to you.
Any interactions with Tikit Virtual Agent will first and foremost always look to your Knowledge Base to serve a response. In the event a Knowledge Article or Template can’t be found that meets the intent of what employees are asking, Tikit Virtual Agent will automatically look to OpenAI in your Azure environment and the documentation you’ve uploaded to build a generative response.
Just like every other Knowledge Article that you’ve configured, employees can tell Tikit Virtual Agent if this was helpful or not. Thereby creating a Deflected Ticket or proceeding forward with creating a New Ticket.
With this approach, we believe this strikes the correct balance between the articles you’ve created for Tikit’s Knowledge Base and the power of generative AI. Best of all, using generative based responses allows you further close the loop on additional phrases or even answers, to make available in Tikit’s Knowledge Base.
Interested in More?
Tikit is a Microsoft-aligned ITSM Platform that matures as your organization adopts more Microsoft 365 technology and takes advantage of native integrations with products like Power Automate, Power BI, Azure AD and Intune. It removes barriers between users and data, which improves the employee experience for agents and end users alike.
Want to learn more about Tikit? Check out this demo video and try Tikit in a 14-day free trial. We are so confident in Tikit’s capabilities, we’ll set it up for free to ensure you are getting the most out of your free trial. Schedule your complimentary setup call today. Want to see what’s coming for Tikit or provide input on new features you’d like to see? Check out the Tikit roadmap here to submit new ideas and upvote existing requests.
