We've activated AI in our customer-facing help center which comes from Confluence. In our documentation, we use the term Operator but the customer may search by using the term User. I have a document that only comes up if I use the word Operator.
How do I teach the AI that User=Operator to give better results? How do I tell the AI when it's found the article that I want and that the previous queries also should have given me that article?
I stand corrected, thanks @Dr Valeri Colon _Connect Centric_
You can train the AI by giving a thumbs up or down, and the down will prompt for additional details. They could have made this a bit more obvious.
Didn't mean to correct you @Shawn Doyle - ReleaseTEAM Because the buttons are easy to overlook, I've had to point them out a couple of times in the AI Live Learning sessions. Thank you for messaging me directly to explore this. I like your discovery—hitting a thumb twice gets you to an extended feedback window.
Ah forgot to add that second screenshot. I'm not convinced this will train your AI immediately, however, it should notify the Atlassian that could.
I think I should probably clarify the use of the word "train". In Retrieval-Augmented Generation architecture, AI responses are not immediately changed in the database. Instead, RAG works by retrieving relevant documents from a database and generating responses based on that information in real-time. This means the AI can provide up-to-date and contextually relevant answers without altering the underlying database immediately.
Great to hear you're leveraging AI in your help center!
To teach the AI that "User" = "Operator," you can use synonyms in your Confluence content.
As for telling the AI when it's found the right article and improving future searches, try using feedback loops where you can mark an article as relevant. This trains the AI to recognize successful search patterns and adjust accordingly. Look for options like "Was this helpful?" or similar feedback mechanisms.
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