How do I use labels to help AI agents suggest articles to users?

Question

Do labels help the AI tool in messaging locate appropriate articles and serve them up? How do AI agents weigh which articles are the most relevant or important?

Answer

Use the labels to specify articles that should be used in auto-replies. For example, if AI agents should consider and suggest an article, add the label use_for_autoreply to that article.

You can also create differentiated labels based on the type of user, such as iOS and Android to articles with content specific to different platform segments. AI agents and generative search in the help center provide AI-generated suggestions and responses only for articles that they have permission to view.

It is important to create concise, focused content and to simplify your content wherever possible. For AI functions, it is better to have several short articles that each answer one question rather than fewer broad articles. Titles, labels, article content, and view permissions all play a role in how AI surfaces and suggests an article. For more information, see the article: Best practices: Optimizing for autoreplies with articles.

Keep your labels short and concise. Labels help surface articles in searches and improve AI recommendations, and the title of the article and first 45 words of the article body are weighted more heavily than labels. If articles are not appearing in suggestions as expected, first optimize your article titles and content, then review your labels.

For more information, see Optimizing your help center content for AI agents.