Atlassian Virtual Agent - Atlassian Intelligence answers issue

[Mariusz Czarniak]

Hi!

We have just started testing the Virtual Agent and while we have no problem with preparing the right intentions and creating response trees, we cannot force the agent to respond using Atlassian Intelligence. We have a linked knowledge base with the appropriate permissions and the Atlassian Intelligence function is enabled (both for the product and for the request channel). Unfortunately, despite this, at the moment when the agent cannot assign the appropriate intention, instead of using the knowledge base, he simply creates a ticket and ends the conversation.

Do you know how to solve this and make the virtual agent start using answers based on the knowledge base instead of mindlessly creatiing up tickets in the when there is no proper intention?

EDIT: Ok, I've got it - it seems that articles have to be labeled properly and then it copy-pastes the whole description to the answers. Seems legit... :)

[Brant Schroeder · Accepted solution]

@Mariusz Czarniak Welcome to the Atlassian community

You have to properly label the articles.  It will then be able to use them to answer questions.  

[Brant Schroeder]

@Mariusz Czarniak can you accept this answer to help others?

[Jonne Riikonen]

I'm experiencing a similar issue, but the main difference is that the while the Atlassian Intelligence virtual service agent provides a rather good response both in Test and Live for my company user (Agent), it does not provide the same when I'm using my public test user (Customer).

First I thought this had to do with user rights for the Knowledge Base Articles, but this is not the case, the articles are visible for my public test user via search. It's the virtual agent that simply does not seem to act the same.

The most weird thing is, that when looking at the screen, right before the virtual agent replies: "Got it. Do you mind rephrasing your message one more time? I'm still learning.", it flashes text that looks very similar to the one i see with by company under the expand "References", with the difference that it doesn't remain there at all and just transforms to a useless response...

I wanted to add a short screen capture video here but looks like videos are not allowed :(

Here are a couple of screenshots (i blurred some parts due to company policy/confidentiality) from how it looks as Company user (first) vs Public user (second):

Any ideas on how to make the public side work even remotely as well as the internal one?