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iService searches maintained articles by meaning. Teams can limit a search to a topic branch before articles are ranked. Retrieved articles ground chatbot answers, and iService keeps the article sources visible.
A knowledge article becomes hard to find when a question uses different wording.
iService embeds maintained articles for semantic retrieval. A natural-language question can find an article when its wording differs from the article text. When an author saves a correction, iService re-embeds the article so updated guidance enters semantic search and grounded answers.
A large knowledge base can return guidance from unrelated topics.
iService searches the whole knowledge base or a selected topic branch before it ranks articles by relevance. Teams choose the knowledge considered before semantic search compares meaning. The selected topic limits the articles returned for the question.
A customer or agent needs ranked guidance from the maintained knowledge base.
A person asks a question in natural language and limits the search to a relevant topic branch. iService ranks maintained articles by relevance and loads the retrieved articles into the chatbot. The chatbot answers from those results and keeps the article sources visible.
Customers submit routine questions when they cannot find the guidance already written for them.
iService uses the same maintained articles for customer self-service. Customers ask routine questions in natural language, and search retrieves the article whose meaning matches the question. The maintained library supports both agent answers and customer self-service.
Service teams need chatbot answers to identify the articles used for each response.
iService grounds the chatbot in retrieved articles and keeps article sources visible. The chatbot answers from articles that semantic search retrieves. Teams can limit search to a selected topic branch before iService ranks articles.
See iService retrieve articles by meaning, limit the topic branch, and ground chatbot answers in sources your team can see.