The latest round of updates for your Knowledge Base are arriving first thing this Thursday, August 15th. This update brings more intelligence, features, and performance improvements to make your Knowledge Base more flexible than ever before.

Confidence Improvements

Tikit's native artificial intelligence is improving with enhancements to KB save times and Tikit Virtual Agent request times. But that's not all! We're also improving the actual underlying AI engine used by Tikit and as such raising confidence levels to a new bar.

Whether you have chosen to predominantly use keywords or full phrases, we are moving the default confidence level to 65% for all customers.

As always, you can change and tweak this to your liking. Coupled with Multiple KB Responses, employees will continue get exactly the information they are looking for with even higher confidence levels.

Knowledge Base Layout and Status

Up until this point there was no way to draft articles, save your progress, or ensure only agents could see specific articles. What's more, who created a specific article? Who was the last person to modify it? And last, depending on the size of Knowledge Articles the layout of the page could vary.

Now you can control the Status of a KB Article by setting articles to Draft, In Review, or Active. Additionally, you can mark articles as Agent Only to keep knowledge a bit more siloed. How is this all experienced?

With Tikit Virtual Agent, only Active Knowledge Articles will be returned to the employee interacting with Tikit Virtual Agent. But if that employee happens to be an Agent, they will also receive Active, Agent Only articles as well. Now Agents can experience Tikit Virtual Agent like the rest of the organization!

Integration with OpenAI on Azure

You can now you can integrate OpenAI on Microsoft Azure to ensure privacy and security. All uploaded documentation stays with you, within your Azure tenant, and only visible to your organization. Best of all, every single Knowledge Article you have configured up until this point is respected entirely.

After you've configured, interacting with Tikit Virtual Agent will continue to work as you've come to expect. Ask it questions and it will search your configured Knowledge Base for answers or Templates.

But if Tikit Virtual Agent cannot find anything in your Knowledge Base. It will then look to OpenAI in your Azure Tenant for any documentation you have uploaded to then provided a generative AI based response. In addition, you can enable use of citations to see just exactly how the response was created.

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.

Wrapping up

We've still got even more updates planned for the Knowledge Base and other highly requested roadmap item features in active development. That's all for now. Don't forget everything above is arriving this Thursday, August 15th!