TABLE OF CONTENTS

• Prerequisites
• Overview of Improve
• View knowledge gap recommendations
• Review a recommendation
  • View source tickets
• Assign a recommendation to an agent
• Mark a recommendation as done or dismiss it
• Review an assigned recommendation as an agent

This article explains how to use Improve, a Freddy AI Copilot capability, to identify knowledge gaps from resolved tickets. It covers how to view and review recommendations, assign recommendations to agents for validation, act on or dismiss recommendations, and review assigned recommendations as an agent.

Prerequisites

Before you start using the Improve module, ensure you have the following:

• Freddy AI Copilot is enabled and active for your account.

• Administrator or knowledge manager privileges to review, assign, and act on knowledge recommendations.

• Edit access to the knowledge base for agents who are assigned recommendations.

Overview of Improve

Knowledge from resolved tickets can help you identify recurring questions and topics that are not adequately covered in your knowledge base. Improve analyzes resolved tickets to identify these knowledge gaps and recommends content to address them.

It analyzes tickets handled by agents and checks whether the topics are covered in your Freshservice knowledge base or connected external sources, such as SharePoint, Confluence, and Google Drive. It groups tickets that share a common unresolved theme and compares these themes with your existing knowledge sources to avoid recommending content that already exists.

When Improve identifies a recurring knowledge gap, it recommends either creating a new article or updating an existing article. Each recommendation includes the tickets that support the suggestion, allowing you to review the source conversations and validate the recommendation before acting on them.

Improve provides the following types of recommendations:

• New content: No existing article covers the topic. Improve recommends creating a new article.

• Edit content: An existing article covers the topic but is outdated or incomplete. Improve recommends additions or removals to update the article.

View knowledge gap recommendations

You can view all available recommendations from the Improve page. Each recommendation provides information about the identified knowledge gap and its source.

To view knowledge gap recommendations, follow these steps:

1. Go to AI Agent Studio and select the required AI agent. Then, in the left navigation pane, click Improve. For Copilot Agent, click Configure, and then click Improve.
   

2. Use the view toggle to select Card or Table view.

3. Under available insights, review the recommendations. Each recommendation displays:

   • A type tag indicating New content or Edit content.

   • A description of the identified knowledge gap.

   • An icon indicating the knowledge source where the article belongs or will be created, such as your Freshservice knowledge base, Google Drive, or another connected source.

   • The number of tickets on which the recommendation is based.

   • The date when the recommendation was last updated.

   • An icon indicating whether the recommendation is assigned to an agent.
     

4. Use the Filter dropdown to filter recommendations by All, New content, Edit content, Viewed, Assigned, or Unassigned.

Note: If Improve has not generated any recommendations yet, it means tickets are still being analyzed. Recommendations appear when recurring patterns are identified.

Review a recommendation

Review a recommendation to understand the suggested content and the supporting tickets before you assign or act on it.

To review a recommendation, follow these steps:

1. Go to AI Agent Studio and select the required AI agent. Then, in the left navigation pane, click Improve. For Copilot Agent, click Configure, and then click Improve.

2. Locate the recommendation that you want to review, and click Review content.
   

3. If the recommendation is for Edit content, review each suggested change:

   • Suggested additions are highlighted and marked with a checkmark.

   • Suggested removals are highlighted and marked with a minus icon.

   • Each change includes a Reasoning panel that explains why the change was suggested and links to the tickets that support it.
     

4. Click Copy to copy a suggested change, or click the ticket count link to view the source tickets.

5. Click Back to return to the list of recommendations.

View source tickets

You can review the tickets that support a recommendation to validate the identified knowledge gap.

To view the source tickets, click the Based on [N] tickets link on a recommendation or within a suggested change. The Sources page displays the ticket ID, subject, assigned agent, and status for each source ticket. Ticket statuses can include Resolved, Open, or Handed off.

Assign a recommendation to an agent

You can assign a recommendation to an agent when you want the agent to validate the AI-generated content before creating or updating the article in your knowledge base. Assigning a recommendation creates a ticket for the agent to review and act on.

To assign a recommendation to an agent, follow these steps:

1. Go to AI Agent Studio and select the required AI agent. Then, in the left navigation pane, click Improve. For a Copilot agent, click Configure, and then click Improve.
   

2. On the recommendation that you want to assign, click the Assign agent icon.
   

3. In the Assign Agent dialog, select the Workspace, Group, and Agent.

4. Review the pre-filled Description. It includes the AI-generated article or suggested edit and the tickets or conversations on which the recommendation is based.
   

5. Click Assign.

After you assign the recommendation, it displays an assigned status. Hover over the status to view the ticket created for the agent and open the ticket.

Note: AI-generated content included in an assignment is valid only until its specified expiry date. The content is refreshed periodically, so review and act on assigned recommendations promptly.

Mark a recommendation as done or dismiss it

After you create or update an article based on a recommendation, you can mark the recommendation as done. If the recommendation is not relevant, you can dismiss it.

To mark a recommendation as done or dismiss it, follow these steps:

1. Go to AI Agent Studio and select the required AI agent. Then, in the left navigation pane, click Improve. For a Copilot agent, click Configure, and then click Improve.
   

2. On the recommendation, do one of the following:

   • Click the Mark as done icon after you create or update the article.

   • Click the Dismiss insight icon if the recommendation is not relevant.
     

3. If you are dismissing the recommendation, select a reason:

   • Insight incorrect

   • Drafted content incorrect

   • Not relevant right now

4. Click Dismiss insight to confirm, or click Go back to cancel.

Review an assigned recommendation as an agent

When an admin or knowledge manager assigns a recommendation to you, you receive a ticket that contains the suggested article or edit. You can review the recommendation and update your knowledge base accordingly.

To review an assigned recommendation, follow these steps:

1. Open the ticket assigned to you. The description includes the AI-generated article or suggested edit and the tickets or conversations on which it is based.

2. Click View article to open the suggested or existing article.
   

3. Validate the content, and create or update the article in your knowledge base as needed.
   

4. Close the ticket after you complete the review.