The Agentic AI - Knowledge Article Optimizer is a powerful tool designed to enhance the quality and consistency of knowledge articles across an organization. By leveraging GenAI, it evaluates articles against established guidelines, providing quality scores and actionable feedback. The tool automates content optimization, ensuring articles are clear, well-structured, and aligned with best practices. This leads to improved knowledge management, more accurate and accessible information, and ultimately, greater user satisfaction and operational efficiency.
- Utilizes advanced algorithms for smarter insights and optimized content evaluation.
- Assesses knowledge articles for quality and adherence to organizational standards, providing actionable feedback for improvement.
- Suggests enhancements to article clarity, structure, and formatting to improve readability and professionalism.
- Ensures content consistency and compliance with organizational guidelines.
- Recommends splitting lengthy articles into logical, focused sections for better accessibility and readability.
- Analyzes articles and provides meaningful content segmentation suggestions.
- Allows users to review, accept, or reject splits, maintaining control over changes.
- Simplifies the creation of new, well-structured articles from split content.
- Preserves existing images and tables within article content during evaluation and enhancement, ensuring proposed content retains all original media.
- Supports both on-demand, user-triggered evaluation per article and scheduled jobs that automatically run across eligible articles on a recurring basis.
- Displays evaluation details directly within the AI workflow panel on the Knowledge Article page, keeping the workflow context in place without separate pop-ups.
Advanced Content Evaluation Engine
The enhanced algorithm now evaluates multiple additional factors to deliver more accurate, context-aware recommendations for knowledge article content across all configured templates. This significantly improves both the relevance and clarity of the generated recommendations.
AI-Powered Agentic Optimization
An AI Agent has been introduced and integrated into an Agentic Workflow to intelligently analyze, evaluate, and optimize knowledge content in conjunction with Now Assist skills.
Seamless In-Record Workflow Execution
A dedicated UI Action has been implemented to trigger the Agentic Workflow directly from the Knowledge Article record. Upon execution, the agents process the article content and dynamically display enhanced recommendations within the AI Workflow Panel, enabling users to seamlessly review and act on optimized content.
Unified Workspace Experience
A unified workspace experience has been introduced, providing a consolidated view of record details, field-level evaluation results, and enhancement recommendations. Users can now directly accept and update the proposed content or reject recommendations with appropriate justification.
Image and Table Preservation
Evaluation and enhancement workflows now preserve all existing images and tables within article content. Proposed content retains the original media rather than stripping it, ensuring no loss of visual or structured data during optimization.
Scheduled Evaluation Support
In addition to on-demand execution, a scheduled job now runs the evaluation workflow across eligible knowledge articles on a recurring basis, enabling periodic, unattended content governance without manual intervention.
1. This would need a Servicenow instance with GenAI core [x_w4f_genai_core] plugin
2. Now Assist for IT Service Management (ITSM) [sn_itsm_gen_ai]
3. Now Assist AI Agents [sn_aia]