Table of Contents


Configuring AI Tools

Administrators can configure comprehensive AI-powered tools that enhance user experience through intelligent assistance, semantic search capabilities, and automated support solutions. AI Tools leverage your portal's existing content to provide contextual, accurate responses and improved search functionality while reducing support burden and improving user self-service capabilities.

The AI configuration process enables customization of multiple AI features including semantic search, ticket deflection, and interactive wizard assistance that integrate seamlessly with your existing portal content and user workflows.

Note: By enabling or using any of Magentrix AI services, including AI Tools, you agree to the terms outlined in the Magentrix AI Services: Data & Privacy Policy.

Requirements

To configure AI Tools, users must be assigned a security role with the following permissions:

Administrator System Role

Accessing AI Tools Configuration

Navigation to AI Settings

1. Navigate to AI Tools Configuration

  1. Navigate to Setup > Manage > Community Settings
  2. Click AI Tools Settings to access comprehensive AI configuration options
  3. The AI Tools Settings interface displays all available AI features and configuration options

AI Status and Global Configuration

Enabling AI Functionality

2. Configure AI Status and Policy Acceptance

Enable AI Tools:

  1. In the AI Status section, toggle Enable AI to activate AI functionality across your portal
  2. Policy Agreement: Review and accept the Magentrix AI Services: Data & Privacy Policy to enable AI features
  3. AI is Active Status: System displays confirmation when AI tools are successfully enabled and operational

AI Feature Selection: After enabling AI, configure specific AI capabilities based on your organizational requirements:

  • AI Search & Ticket Deflection: Focus on support automation and enhanced search functionality
  • Wizard Assistant: Configure interactive AI chat assistant for personalized user assistance

AI Search & Ticket Deflection Configuration

Ticket Deflection Settings

3. Configure Automated Support Solutions

Enable AI Ticket Deflection:

  1. Toggle Enable AI Ticket Deflection to activate automated solution generation
  2. Functionality: When enabled, AI analyzes user support requests and suggests solutions based on existing Articles and Wikis before users submit support tickets
  3. User Experience: Users see relevant solutions on case deflection pages, reducing support ticket volume through self-service

Content Source Configuration:

  1. Click Show Case Deflection Articles & Wikis to select content sources for ticket deflection
  2. Selection Strategy: Choose Articles and Wikis that contain relevant support information, troubleshooting guides, and frequently asked questions
  3. Content Quality: Select high-quality, accurate content that provides comprehensive solutions to common user issues

Semantic Search Configuration

4. Configure AI-Powered Search Capabilities

Enable Semantic Search:

  1. Toggle Semantic Search Enabled to activate AI-powered search functionality
  2. Functionality: Enable AI-powered search that finds relevant answers based on meaning, not just keywords
  3. Coverage: Semantic search works across ticket deflection systems and enabled Article types and Wikis

Articles Configuration for Semantic Search:

  1. In the Articles section, click the dropdown to access Article type selection
  2. Content Selection: Select Article types that should be included in semantic search functionality
  3. Training Impact: Chosen Articles train the AI system for improved search accuracy and contextual understanding
  4. Quality Considerations: Select Article types with well-structured, comprehensive content for optimal AI training

Wikis Configuration for Semantic Search:

  1. In the Wikis section, click the dropdown to access Wiki selection options
  2. Content Integration: Select Wikis that should contribute to semantic search capabilities
  3. Knowledge Base Enhancement: Selected Wikis provide training content that improves semantic search accuracy and relevance
  4. Content Strategy: Choose Wikis with current, accurate information that addresses common user questions and scenarios

Wizard Assistant Configuration

Wizard Assistant Enablement and Basic Settings

5. Configure Interactive AI Chat Assistant

Enable Wizard Assistant:

  1. Toggle Wizard Assistant Enabled to activate the interactive AI chat functionality
  2. Access Method: When enabled, Wizard Assistant automatically analyzes user queries and suggests solutions based on configuration resources
  3. User Interface: The assistant appears as an interactive chat interface accessible throughout the portal

Content Training Configuration

6. Configure Wizard Assistant Knowledge Sources

Articles Selection for Wizard Training:

  1. In the Articles dropdown, select Article types to train the Wizard Assistant
  2. Knowledge Base Development: Chosen Articles provide comprehensive knowledge for assistant responses
  3. Content Strategy: Select Article types that cover common user questions, procedures, and organizational information
  4. Response Quality: High-quality Article selection directly impacts assistant response accuracy and helpfulness

Wikis Selection for Wizard Training:

  1. In the Wikis dropdown, select Wikis to contribute to Wizard Assistant training
  2. Knowledge Integration: Selected Wikis enhance the assistant's knowledge base and response capabilities
  3. Content Diversity: Include diverse Wiki content to support broad user inquiry types and organizational topics
  4. Information Currency: Ensure selected Wikis contain current, relevant information for accurate assistant responses

Security Role Assignment

7. Configure Wizard Assistant Access Control

Assign Wizard Assistant to Security Roles:

  1. Click the arrow next to "Assign Wizard Assistant to roles" to access role selection interface
  2. In the Assign Roles sidebar panel, use checkboxes to select Security Roles that should have Wizard Assistant access
  3. Role Selection Considerations:
    • Administrator Roles: Typically granted access for testing, management, and comprehensive functionality validation
    • Employee Roles: Consider based on internal support needs and self-service requirements
    • Partner/Customer Roles: Evaluate based on external user support strategies and self-service objectives
  4. Click Save to apply role assignments and activate Wizard Assistant access for selected user communities

Document Library Integration

8. Configure Document-Based AI Training

Choose Files from Document Library:

  1. Purpose: Define which Document Library files train the Wizard Assistant and contribute to knowledge base development
  2. View Current Selection: Click View to see currently enabled folders and files that contribute to AI training
  3. Add New Content: Click Add to search and select additional folders for comprehensive knowledge base development
  4. Training Impact: Selected documents become integral parts of the Wizard Assistant's knowledge base, directly affecting response quality and accuracy
  5. Content Strategy: Choose documents that provide comprehensive information coverage and align with anticipated user inquiry patterns

Wizard Assistant Personalization

Assistant Identity and Branding

9. Configure Wizard Assistant Appearance and Identity

Wizard Assistant Name Configuration:

  1. Custom Naming: Enter a unique name for your AI assistant in the Wizard Assistant Name field
  2. Branding Strategy: Choose a name that reflects your organization's branding, culture, or communication approach
  3. User Experience: The custom name appears in all user interactions with the assistant, providing personalized, branded communication

Wizard Assistant Image Upload:

  1. Profile Picture Configuration: Upload a custom profile picture for visual assistant identity
  2. Image Requirements: Use valid image files with recommended small file size for optimal performance
  3. Visual Identity: The uploaded image provides consistent visual representation in user interactions and chat interfaces
  4. Brand Alignment: Select images that align with organizational branding and communication standards

Predefined Questions Setup

10. Configure User Interaction Prompts

Predefined Questions Management:

  1. Purpose: Create prompt suggestions to help users initiate productive conversations with the Wizard Assistant
  2. Adding Questions:
    • Enter question text in the Predefined Question field
    • Click Add to include the question in the available prompts
    • Question Strategy: Create questions that address common user needs and encourage productive assistant interactions

Question Organization and Management:

  1. Reordering: Use drag-and-drop functionality in the Predefined Questions List to organize question priority and display order
  2. Editing: Click on existing questions to modify text, improve clarity, or update based on user feedback and usage patterns
  3. Deletion: Use delete options to remove outdated or ineffective questions from the prompt list
  4. User Experience Impact: Predefined questions appear as clickable prompts when users start conversations, guiding productive interactions and improving user success rates

Configuration Finalization

Implementing AI Tools Configuration

11. Apply and Activate AI Configuration

Configuration Review:

  1. Settings Validation: Review all AI Tools settings to ensure alignment with organizational requirements and user experience objectives
  2. Content Verification: Confirm that selected Articles, Wikis, and Document Library content provide comprehensive coverage for anticipated user needs
  3. Role Assignment Review: Verify that Security Role assignments align with organizational access policies and user support strategies

Save and Activate Configuration:

  1. Click Save to apply all AI Tools configuration changes and activate AI functionality
  2. Activation Timeline: AI features become available to users immediately based on configuration settings and Security Role assignments
  3. User Access: Configured AI tools appear in user interfaces according to role assignments and feature enablement settings

Best Practices for AI Tools Configuration

Content Selection Strategy

Quality-Focused Content Curation:

  • Accuracy Priority: Select high-quality, accurate content for AI training to ensure reliable, helpful responses
  • Regular Content Updates: Maintain current, relevant Articles and Wikis to support evolving user needs and organizational changes
  • Comprehensive Coverage: Include content that addresses common user questions, support scenarios, and organizational procedures

Implementation Planning

Phased Deployment Approach:

  • Limited Initial Rollout: Start with specific Security Roles and expand based on user feedback and system performance
  • User Education: Provide user training on AI feature availability, access methods, and effective utilization strategies
  • Content Preparation: Ensure training content is well-organized, comprehensive, and aligned with user information needs

Ongoing Management and Optimization

Performance Monitoring:

  • Usage Analytics: Track AI feature usage patterns, user satisfaction, and response effectiveness for continuous improvement
  • Content Maintenance: Regularly review and update content used for AI training based on user feedback and changing organizational requirements
  • User Feedback Integration: Collect and analyze user feedback to optimize AI responses, content selection, and feature configuration

Configuring AI Tools provides comprehensive intelligent assistance capabilities that enhance user experience, reduce support burden, and improve self-service effectiveness through flexible, powerful AI integration that adapts to diverse organizational needs and user communities.

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