The AI Case deflection component allows users to ask a question, and receive an answer in natural language by a Large Language Model (LLM).
When a user asks a question, the system performs a semantic search to find the most relevant documents. The results of the semantic search are then used as input for a completion query to a Large Language Model (LLM). The LLM generates a natural language answer based on the content of the retrieved documents. The answer then includes topics related to the question.
If users cannot find the correct information, the AI Case deflection component allows them to create a Jira support ticket.
The AI Case deflection component requires a Completion AI profile ID. AI profiles include a prompt. When using the AI Case deflection component, this prompt must include:
| Variable | Mandatory | Description |
|---|---|---|
{query} |
Yes | The user's query. |
{content} |
Yes | The content of the documents related to query. |
{UILanguage} |
No | Interface language selected by the user. |
{displayName} |
No | The user's display name. |
If the AI profile prompt does not include the {query} and {content} variables, the Large Language Model (LLM) cannot give relevant answers.
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