Knowledge base agent
The Knowledge base agent searches knowledge sources to provide clear and helpful answers, allowing users to solve issues quickly and reduce ticket creation.
To enable and configure the Knowledge base agent, do the following:
1.Log in to Neurons for ITSM as an Administrator.
2.Open the Configuration console and select AI Configuration Hub > Agentic AI > Agent Settings.
3.Enable the Knowledge base agent using the toggle button.
An additional toggle button with the same function is available in the upper-right corner of the agent page.
4.Click Configure to further set up the agent.
5.Enable the Use internal knowledge source toggle button to allow Agentic AI to utilize internal Knowledge base for decision-making and providing responses to user queries.
Click View knowledge base to view all the Knowledge business records, as shown in the following image.
6.Enable the Use external sources toggle button to allow Agentic AI to utilize external resources for decision-making and providing responses to user queries.
| a. | Click Manage external sources to add relevant links to external resources. |
| b. | Enter the supported domains in the text field and click Add. |
| c. | Click Remove to delete any URL from the added list. |
The following image shows the dialog that appears when you click Manage external sources.
7.Under Conversation setup > Articles used in knowledge summarization, enter the number of most relevant articles that should be used to generate the knowledge summary.
8.Under Conversation setup > Max response length, set the maximum length of a response to a knowledge search article.
9.Allow transfer to live agent: Enable the toggle button to transfer the interaction to your Service Desk Human Agent in case the Agentic AI bot cannot solve the user's request.
Along with this toggle, you must also enable the Allow transfer to live agent toggle in Global Settings > Escalation Handling.
10.Under Advanced settings > Knowledge base description, define the scope of the Knowledge base agent by detailing the types of queries the agent can handle. You can also provide some example queries related to the Knowledge base to help the agent better understand the context. When users ask queries other than those defined here, the agent considers them out of context and replies to users accordingly.
Modifying the intent description might result in unpredictable agent behavior. We recommend that only users with experience in LLM prompt engineering make these changes.
The following image shows the configuration page of Knowledge base agent.
Fields marked with an asterisk (*) are mandatory.
Knowledge Analytics
To view the performance metrics and usage statistics for your Knowledge base agent, open the Configuration console and select AI Configuration Hub > Agentic AI > Agent Settings > Knowledge base agent > Configure > Analytics.
The Analytics page provides the performance of the Knowledge base agent. It helps you monitor the following metrics:
•Number of KB Agent Interactions: The total number of times users interacted with the Knowledge Base agent.
•Number of KB Articles that resolved customer issue: The number of Knowledge base articles that successfully resolved a customer’s issue.
The Time Range filter allows users to specify the period for which analytics data is displayed. Metrics on the Analytics page are updated based on the selected time range.