<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are AI Article Summaries and AI Article Duplication Detection?</strong></p><p><strong>- Enable AI Article Summaries</strong></p><p><strong>- Enable AI Article Duplication detection</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are AI Article Summaries and AI Article Duplication Detection?</span></strong></p><p>AI can be used in Halo to generate summaries of articles in your Knowledge Base. Useful for providing Agents a concise summary of content, helping them identify the article they need. </p><p><br></p><p>When AI duplication detection is enabled, this AI generated summary can then be used to identify and flag potential duplicate articles before they are created/submitted. Assisting you in reducing the amount of duplicate content in your knowledge base. </p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Enable AI Article Summaries</span></strong></p><p id="isPasted"><em>Pre-requisites:</em></p><p><em>- A default AI connection must be selected and configured.</em></p><p><br></p><p>Check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2385" id="isPasted" target="_blank" rel="noopener noreferrer">Connecting AI to Halo</a> for information on how to connect AI to your Halo instance. </p><p><br></p><p>To enable AI article summaries first head to Configuration > AI > See 'AI Knowledge Search' section. Here, you will need to ensure you have already chosen and connected to a Vector Search Database to use for knowledge searching. You do not need to configure the connection chosen, or be using Knowledge Search, but a database must be selected.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjNTE2ZmI5LWIwMmQtNDQ3ZC1iOTdmLTMyMTM3YmUyMDBkMCJ9._0Tztntgah5zgKX39gde2-xU7tOh9zoPcBRjVQqjKbc" class="fr-fic fr-fil fr-dib" width="643" style="width: 645px; height: 448.002px;" height="448"></strong></p><p><strong><span style="font-size: 10pt;">Fig 1. Choose Vector Search database</span></strong></p><p><strong><br></strong></p><p>Once chosen, enable 'Generate an AI summary of knowledge base Articles'.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3YjkwYzFlLWUyMzAtNDZjMS05ZjA0LTE4ZWJmMjViMTE0OSJ9.JhuU-nOFaeAyaKYj5rGLDbB6aG6ChJ-ABEN132OvxSI" class="fr-fic fr-fil fr-dib" width="709" style="width: 711px; height: 530.5px;" height="530"></strong></p><p><strong><span style="font-size: 10pt;">Fig 2. Generate an AI summary of knowledge base Articles</span></strong></p><p><strong><br></strong></p><p>Only articles that are allowed to be indexed can have an AI summary generated. Therefore, if you have enabled 'Restrict which Articles can be indexed based on their FAQ List' only articles on FAQ lists that are allowed to be indexed will have a summary generated. </p><p><br></p><p>To set which FAQ lists can be indexed, head to Configuration > Knowledge base > FAQ Lists > select an FAQ list > toggle 'Allow Articles to be indexed for AI search'.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzYWJhNTdjLTRlOGItNGM0Yi05MzVhLWY1NGM5MTIxMjM4MCJ9.eukIgWHfHt9RippVWII4EXDDaVyqPdfMA4LAGfhQUv4" class="fr-fic fr-fil fr-dib" width="654" style="width: 656px; height: 432.914px;" height="433"></strong></p><p><strong><span style="font-size: 10pt;">Fig 3. Allow Articles to be indexed for AI search</span></strong></p><p><strong><br></strong></p><p>Now, an AI summary will be generated for all articles wh<span style="color: rgb(0, 0, 0);">en they are created or updated.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlOTM4MGZlLWIwNTEtNDk5MC1iZTJlLTRmOTc0MDhiNDczYyJ9.Cv80hhDI2LKxe7CRqROn_xWuIThga-_PAsBi3Q8ajTM" class="fr-fic fr-fil fr-dib" width="1014" style="width: 1016px; height: 587.513px;" height="588"></p><p><strong><span style="font-size: 10pt;">Fig 4. AI Generated summary against Article</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Enable AI Article Duplication detection </span></strong></p><p><em>Pre-requisites:</em></p><p><em>- A vector search database for AI Knowledge search must be selected and connected successfully. </em></p><p><em>- AI Article summaries must be enabled</em></p><p><br></p><p>AI can be used to detect the similarity of articles, if two articles are overly similar they will be deemed as a 'duplicate' and warn the agent creating the new article that a duplicate article already exists. Articles are compared for similarity based on the 'AI Generated Summary' for the article, therefore this functionality must be enabled. </p><p><br></p><p>To enable article duplication head to Configuration > AI > see 'AI Knowledge Search' section > enable 'Enable AI duplicate detection when creating Articles based on the AI generated summary'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmMmIyYTI1LTMzNDQtNDBhZS1iZTYwLTU0Yjc3ZjZmM2U4OSJ9.nq9Fd5RfvLZq8ZRMzIUbfdEIRC6PZ8Eex8YT7Ck8qS8" class="fr-fic fr-fil fr-dib" width="661" style="width: 663px; height: 506.232px;" height="506"></p><p><strong><span style="font-size: 10pt;">Fig 5. Enable AI duplicate detection when creating Articles based on the AI generated summary</span></strong></p><p><br></p><p>Once enabled, you can set the minimum vector similarity score for detecting duplicate Articles. This will control how similar articles need to be to be classed as 'duplicates', the higher the vector similarity score the more similar the articles need to be. We recommend keeping this value high, it is set to 0.9 by default. </p><p><br></p><p>Now, when a new article is created, either from the knowledge base, or from an article draft ticket, an AI summary will be generated for the article. This summary will be compared to the other AI summaries for the rest of the articles in your knowledge base. If the vector similarity score is more than 0.9 (or more than the threshold you set) a pop-up will appear, notifying you of potential duplication. You will then need to confirm submission in order to create the article. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0MjllZjA2LTc2MGUtNGJhOC05YjEyLTNlYmVmMjBhZjkxYSJ9.os_eQSTyq8TCO_rQTQMF4wJRhTED01SP-Tx6VFWIO5I" class="fr-fic fr-fil fr-dib" width="499" height="188"></p><p><strong><span style="font-size: 10pt;">Fig 6. Article Duplication message warning</span></strong></p><p><br></p><p><br></p>
