Using knowledge copilot to generate and maintain your knowledge base (EAP)

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<p id="docs-hc-snippet" style="display: none;">Knowledge copilot is a proactive AI assistant designed to help Knowledge admins keep content fresh, spot gaps, and turn ticket insights into draft articles faster. Knowledge copilot also gives admins a clear view into AI readability, which helps agents and AI to resolve issues with accurate and current information.</p>
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<p id="docs-ai-summary-content">Knowledge copilot helps you maintain your knowledge base by identifying content gaps, suggesting updates, and generating draft articles or procedures from ticket data. It provides health metrics like coverage, freshness, and AI readability to assess your content. Use conversational assistance to manage tasks, review recommendations, and create or update articles, keeping your knowledge base current and optimized for AI use.</p>
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<p class="p">Knowledge copilot is a proactive AI assistant designed to help Knowledge admins keep
content fresh, spot gaps, and turn ticket insights into draft articles faster. Knowledge
copilot also gives admins a clear view into AI readability, which helps agents and AI to
resolve issues with accurate and current information.</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="true" class="iframe embed-responsive-item" controls="controls" height="360" src="https://fast.wistia.net/embed/iframe/aqo70jg99h" width="640"></iframe></div>
<div class="note" id="topic_lrq_1xy_hjc__note_u4x_ybb_qjc">
<span class="notetitle">Note:</span> You must be a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866#topic_evb_dbp_cc" target="_blank">Support admin</a> and a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845823386" target="_blank">Knowledge admin</a> to turn on and use knowledge copilot. If you
are an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827952538" target="_blank">agent with management permissions in
Knowledge</a>, you can't access knowledge copilot. </div>
<div class="p">Knowledge copilot appears with a dashboard on your knowledge admin home page. If your
help center is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828794778" target="_blank">configured with multiple brands</a>, you can view
a different dashboard for each of your brands, each of which contains the following
sections:<ul class="ul" id="topic_lrq_1xy_hjc__ul_rzk_stz_hjc">
<li class="li">
<strong class="ph b">Generate content with knowledge copilot</strong>: Work with knowledge copilot
conversational assistance to create an article or procedure for your knowledge
base. Generated content is displayed in a preview, which you can review and
approve before saving as a draft. Then you can work with draft articles and
procedures as you would with manually created content — editing, reviewing, and
publishing when you're ready.<div class="note" id="topic_lrq_1xy_hjc__note_bqp_jhb_jjc">
<span class="notetitle">Note:</span> Procedure builder is
available to customers with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>.</div>
</li>
<li class="li">
<strong class="ph b">Latest insights</strong>: A health digest that evaluates your knowledge base
content and ticket data to determine if you have adequate and updated content
and if it is optimized for AI use.</li>
<li class="li">
<strong class="ph b">Recommendations</strong>: A list of recommended tasks based on incoming ticket
data and current knowledge base content. You can click any recommendation to
open it with conversational assistance, where you can review the details and
implement the suggested changes with knowledge copilot. This allows you to
quickly optimize your knowledge base and address your highest-priority
issues.</li>
<li class="li">
<strong class="ph b">Conversational assistance</strong>: A tool that helps you manage your Knowledge
tasks through conversations. For example, knowledge copilot can reference your
Zendesk configuration, request guided instructions for complex tasks, or
investigate the specific data points surfaced in your latest insights.
Conversational assistance can reference Zendesk help center articles to provide
accurate, documentation-based answers when you ask questions about your account
setup or Zendesk features.</li>
</ul>
</div>
<p class="p"><img class="image img-screenshot" id="topic_lrq_1xy_hjc__image_v1h_xwp_jjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-knowledge-copilot-ldashboard.png" width="700"></p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_lrq_1xy_hjc__ul_nfs_cjz_hjc">
<li class="li"><a class="xref" href="#topic_xln_2zm_3jc">Turning on knowledge copilot</a></li>
<li class="li"><a class="xref" href="#topic_trm_2kz_hjc">Using knowledge copilot</a></li>
</ul>
</div>
<p class="p">Related articles</p>
<ul class="ul" id="topic_lrq_1xy_hjc__ul_x4q_xd5_3jc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10780528835226" target="_blank">Creating bulk translations for a help center
article using AI (EAP)</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xln_2zm_3jc">
<h2 class="title topictitle2" id="ariaid-title2">Turning on knowledge copilot</h2>
<div class="body">
<p class="p">When you enroll in this EAP, you'll have access to the knowledge base performance
metrics, personalized recommendations, and article and procedure generation
described in this article. To participate in the knowledge copilot EAP, you must
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10013995711386#topic_rwb_5dt_fjc" target="_blank">turn on admin copilot conversational
assistance</a> and turn on the knowledge copilot (EAP).</p>
<p class="p"><strong class="ph b">To turn on the knowledge copilot (EAP)</strong></p>
<div class="p">
<ol class="ol" id="topic_xln_2zm_3jc__ol_cww_2k1_xcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin
Center</a>, click <img class="image" id="topic_xln_2zm_3jc__image_ekg_q5k_rfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Knowledge &gt; Knowledge
Copilot</strong>.</span></li>
<li class="li">Select <strong class="ph b">Turn on Knowledge copilot (Early Access Program)</strong>.<p class="p"><img class="image" id="topic_xln_2zm_3jc__image_nfm_vx4_sfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-knowledge-copilot-turnon.png" width="450"></p>
</li>
<li class="li">Review the EAP agreement, then select the <strong class="ph b">I agree</strong> checkbox and click
<strong class="ph b">Submit</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_trm_2kz_hjc">
<h2 class="title topictitle2" id="ariaid-title3">Using knowledge copilot</h2>
<div class="body">
<p class="p" dir="ltr">When you log into Knowledge admin each day, you can use the Knowledge home
landing page to check the health of your knowledge base. Whether you're creating
articles or procedures to make your knowledge base more effective for your agents
and users, you can use conversational assistance to immediately generate articles
and procedures to close identified gaps and keep your knowledge base up to date. You
can save generated articles and procedures as drafts to edit and polish yourself
before publishing.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_bcz_b5n_3jc">
<h3 class="title topictitle3" id="ariaid-title4">Generate content with knowledge copilot</h3>
<div class="body">
<p class="p">You can open the conversational experience by clicking Generate article or (if
you have the Copilot add on) Generate procedure. From there, you can converse
with knowledge copilot to create content that fits your specific needs. </p>
<p class="p">Knowledge copilot doesn’t automatically create or publish content to your help
center; you remain in full control. Once the article or procedure is generated,
you can save it as a draft, then edit and revise as necessary before manually
publishing. </p>
<div class="p">For information about how to work with article and procedure drafts, see:<ul class="ul" id="topic_bcz_b5n_3jc__ul_wkn_b3n_3jc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9185667124506" target="_blank">Editing articles in the knowledge
base</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Creating procedures for auto
assist</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_uqx_ptn_3jc">
<h3 class="title topictitle3" id="ariaid-title5">Latest insights</h3>
<div class="body">
<div class="p">Knowledge copilot provides three health metrics to provide a quick assessment of
your content and are updated weekly:<ul class="ul" id="topic_uqx_ptn_3jc__ul_d1c_tnz_hjc">
<li class="li">
<strong class="ph b">Coverage</strong>: Percentage of common issues covered by articles in your
knowledge base. Knowledge copilot evaluates each article in your
knowledge base and compares it with recent ticket data to identify
content gaps. Gaps are indicated with a percentage that goes up or down
as your coverage changes each month. Issues that result in a gap in
coverage are tied to a recommendation for creating an article that
closes that gap. If you have a 100% Coverage score, you won’t have any
recommendations to create articles.</li>
<li class="li">
<strong class="ph b">Freshness</strong>: Percentage of articles that have been recently
updated. This score is calculated by considering the months since the
article has been updated. If the article hasn't been updated within the
last six months, it will lower this score. If knowledge copilot
discovers gaps in the knowledge base that are partially addressed by an
existing article, then it suggests an update to this article to better
cover the details needed for the relevant tickets. If you have a 100%
Freshness score, you won’t have any recommendations to update your
articles.</li>
<li class="li">
<strong class="ph b">AI readability</strong>: Percentage of articles with ideal formatting and
structure for AI processing. Knowledge copilot evaluates articles in
your knowledge base for how well they are optimized for AI. For example,
if an article is media heavy, long and unstructured, or has excessive
links, it is difficult for AI to use as a content source for AI agents
and generative search. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845739162" target="_blank">Optimizing your your knowledge content for generative AI</a>. </li>
</ul>
</div>
<img class="image img-screenshot" id="topic_uqx_ptn_3jc__image_mmj_vyr_43c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-knowledge-copilot-latest-insights.png" width="700">
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_qbl_stn_3jc">
<h3 class="title topictitle3" id="ariaid-title6">Recommendations</h3>
<div class="body">
<p class="p">Knowledge copilot analyzes recent ticket data and proactively recommends what
content to create or update. These personalized, AI-powered suggestions are
prioritized based on your knowledge base's specific needs, such as closing
content gaps or improving article freshness.</p>
<p class="p">
<img class="image img-screenshot" id="topic_qbl_stn_3jc__image_ogx_lzr_43c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-knowledge-copilot-recommendations.png" width="800"></p>
<p class="p">Click on any recommendation to open it with conversational assistance, where you
can review the details and implement the suggested changes with knowledge
copilot. You can view the rationale that triggered the recommendation, as well
as a preview of the suggested content. </p>
<p class="p">For each recommendation, you can choose to create the article, update the
article, or decline the recommendation. If you create or update the article, you
can save the generated content as a draft, then use the article editor to
finalize and publish the content yourself. </p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_nbq_xtn_3jc">
<h3 class="title topictitle3" id="ariaid-title7">Conversational assistance</h3>
<div class="body">
<p class="p">Conversational assistance is an integral part of knowledge copilot and is
available from every page in Knowledge admin. </p>
<p class="p">Conversational assistance is turned on by default. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10013995711386#topic_rwb_5dt_fjc" target="_blank">Managing access to admin copilot
conversational assistance</a> for more information.</p>
<div class="p">
<strong class="ph b">To access conversational assistance</strong><ul class="ul" id="topic_nbq_xtn_3jc__ul_whp_hc5_3jc">
<li class="li">Select tasks within the knowledge copilot dashboard, such as generating
articles or viewing Recommendation details.</li>
<li class="li">Click <strong class="ph b">Knowledge copilot</strong> (<img class="image" id="topic_nbq_xtn_3jc__image_sxv_1c5_3jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-knowledge-copilot-convassist-icon.png" width="20">) in the top right corner of any
page in Knowledge admin.</li>
</ul>
</div>
<p class="p" dir="ltr">In addition to all existing Admin copilot conversational tools,
knowledge copilot adds the following new tools:</p>
<p class="p" dir="ltr"> </p>
<ul class="ul" id="topic_nbq_xtn_3jc__ul_nq4_yc5_3jc">
<li class="li" dir="ltr">
<strong class="ph b">Article builder</strong>: Generate article drafts from ticket data
or custom prompts. </li>
<li class="li" dir="ltr">
<strong class="ph b">Procedure builder</strong>: Generate auto assist procedures from
tickets, help center articles, or custom prompts. <div class="note" id="topic_nbq_xtn_3jc__note_yxv_tpb_jjc">
<span class="notetitle">Note:</span> Procedure builder is available to customers with
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>.</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Knowledge management assistance</strong>: Ask the conversational
assistant to update article content, modify article settings such as
visibility and permissions, or manage placement in categories and
sections.</li>
</ul>
<p class="p">The following image shows an example of the conversational assistance panel when
showing details about a recommendation. The view you see may differ based on the
task you're completing.</p>
<p class="p"><img class="image img-screenshot" id="topic_nbq_xtn_3jc__image_zjd_htn_3jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-knowledge-copilot-conv-assist.png" width="275"></p>
</div>
</div>
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