AI Agent Incorrect Response

[rraswant]

Problem: Configured JIRA Customer Service Management AI Agent. The knowledge base is correctly set up for both JCSM and the support agent. When testing the agent. it is running the response correctly, but when trying on the actual app where the support site is embedded, it returns a response which seems to be because of a lack of knowledge base. 

Can somebody help?

[_div_]

Hey @rraswant

Something else you can double check is that the version with the updated knowledge has been published. https://support.atlassian.com/customer-service-management/docs/control-changes-to-your-agent-with-versioning/

This can often be a reason for different behaviour within the test panel and on the customer facing AI Agent. 

[rraswant]

I published the latest version of the agent. Whenever I publish a version, a new draft version gets created automatically. 

Anything else that I should be checking? 

[_div_]

@rraswant
The other things you can check on are: 

• Check which  permissions are configured on the knowledge and does that align with the user searching on the widget on the  support website.  You can check the permissions by following this guide  here: https://support.atlassian.com/customer-service-management/docs/create-articles-for-your-support-website-and-customer-service-agent/
• You can also go to to conversation review and see if any search results are returned in the View Steps panel.  https://support.atlassian.com/customer-service-management/docs/review-your-customer-service-agents-conversations/

If both of these don't work, i recommend raising a Support Ticket via https://support.atlassian.com/ and we can see how we can help you out 

[Ajay _view26_]

Hi @rraswant 

Can you confirm in the agent's configuration, the knowledge source is enabled across all channels, not just the test panel?

[rraswant]

When I go to Studio > Knowledge

I see the connected knowledge source is available to the agent. 

The knowledge base articles appear on the support site and are accessible to users, but the agent isn't able to find answers from the content in those documents.

Is there anything else I should review?