Knowledge base in the Help Center with AI

Question

The Jira Help Center has a connection between the knowledge base and AI. For example, you create a ticket and then receive suggested solutions from the knowledge base or the AI chatbot, which is also fed with knowledge from the knowledge base.
What happens to articles that are set to “hidden from portal”? Does the AI still recognize these articles? Is it possible to write articles that are not displayed in the portal but can still be used by the AI?

Antonia · Answer

Hi @Howard Nedd

where did you read that? Because I chatted with the chatbot and it says "There is no supported way to write articles that are hidden from the portal but still available to the AI for customer-facing suggestions. If you want the AI to use an article, it must be visible to the intended audience in the portal and If an article is hidden from the portal (i.e., not visible to customers), it will also not be available to the AI for suggesting solutions or answering customer questions. The AI only uses articles that are accessible to the customer based on the configured permissions

Source: Use AI answers in the virtual service agent | Jira Service Management Cloud | Atlassian Support

Marc -Devoteam- · Answer

HI @Howard Nedd

I did not know this, useful information.

Howard Nedd · Answer

Hi @Antonia,

Yes, Jira's AI features, such as the virtual agent, can access articles that are hidden from the customer portal.

These AI features are designed to use the knowledge base for more than just public self-service. You can create articles specifically for the AI's use, even if they are not visible to customers on the portal.

I hope this helps!

Best regards,
Howard