• How to use the feature
• Editing Persisted GenAI Content
• Business Rules
• Filters
• Reasons for Not Persisting Content
• Permissions
• Q&A
• Best Practices

Summary

This feature utilizes Automatic Content Generation (ACG) to help partners efficiently build and maintain their custom knowledge base. With the Auto Save GenAI Content to Knowledge Base setting, partners can automatically save generated GenAI content, reducing manual effort and ensuring the knowledge base remains up-to-date.

How to use the feature

• Enable Automatic Content Generation
  In the Virtual Assistant Behavior Settings, select the Automatic Content Generation setting. Once enabled, a new option titled “Save auto-generated content in knowledge base” will appear.
  
  
• Turn on Auto Save
  Select on “Save auto-generated content in knowledge base”. This allows the Generative AI library to be automatically assigned to the virtual assistant and all offices associated with it. The content will bypass the moderation queue.
  
  
• Auto-saving GenAI Content
  When a user asks a question in the virtual assistant, and the response is generated by GenAI, the content will be automatically saved as a custom question in the knowledge base. It may take a few minutes for the content to fully process and index.
  
  • You can verify GenAI content by checking the Created field, which will indicate “Generative AI.”
  • If no edits have been made by a user, the Last Modified field will also show “Generative AI.”
  • If edited by a user, the Last Modified field will indicate the user who made the change
• Category & Model
  For persisted questions, the library (AI Departmental Model) and Category will automatically be set to "Generative AI."

  
  

• Content Removal
  If the content is generated by AI (meaning it hasn't been edited by a human) and one of the sources changes, the question will be completely deleted rather than archived in the backend. However, if the content has been edited by a human, it becomes independent from the original sources. In this case, any changes to the sources won't affect the question, as it is no longer linked to them.

Editing Persisted GenAI Content

Persisted GenAI content can be edited just like any other custom question. However, if a content manager edits a persisted GenAI question, it will no longer be considered “driven by” GenAI. The content will be treated as a custom question maintained by the content manager. Any future changes to the original knowledge sources will not affect the question.

Filters

• Custom Questions Filter: Use the “Driven-by” filter in the Custom Questions knowledge base to find persisted GenAI content that has not been edited by a user.
  
  
  
• Interactions Filter: Select the “Response type” filter to view GenAI responses in the Interactions page. This includes all GenAI responses, whether persisted or not.
  

Reasons for Not Persisting Content

Content will not be persisted if:

• It already exists in the knowledge base (either as an exact match or as a similar question).
• It does not pass the guardrail service:
  • A “guardrails” service reviews each response in the background. If a response includes sensitive information (e.g., PII, misspellings, or concerning content), it will not be saved to the knowledge base. In this case, the interactions page will display a badge and tooltip explaining why the content was not saved.
    
    

Permissions

• Chatbot-Admin role: Can change the behavior settings for auto-save.
• Chatbot-Admin and Chatbot-Standard roles: Can edit persisted GenAI content, as it is treated as a custom question.

Q&A

• Does “Test my Virtual Assistant” persist content to the knowledge base?
  Yes, as long as the response passes the guardrails service.
• What happens if information in any of the URLs used to generate content changes?
  The content will be removed from the knowledge base, but it will be archived in Drupal for potential recovery.
• How can I tell if my content is driven by GenAI?
  The Created by and Last Modified by fields will display “Generative AI.” If the Last Modified field shows someone else, the question is no longer driven by GenAI.
  There will be a GenAI badge displayed on all interactions utilizing GenAI

Best Practices

• Test Automatic Content Generation without enabling the persist feature to understand how the system works in the “Test my Virtual Assistant” mode.
• Follow best practices for creating knowledge sources to ensure accurate and relevant information is being scraped by the AI.