🗂 Optimizing Your Knowledge Base: The Power of Stylo’s Context Engine

Stylo Assist - Context Engine - What/ What not to include

The Context Engine categorizes question/answer pairs in your Zendesk Knowledge Base. During the automated scans of your Zendesk Knowledge Base, the system identifies and organizes the question/answer pairs accordingly. This intelligent segmentation ensures that Stylo draws from the right knowledge pool when generating responses.

What if my knowledge base is outside of Zendesk?

Reach out to us at support@askstylo.com for us to best help you getting your data into the context engine.

What makes an article good for Stylo use?

A useful knowledge base article can help answer a customer’s questions, some examples of good articles for Stylo’s  context engine use are as follows: 

• Something that would go in a FAQ section “How do I reset my password?” given that the answer has an actionable item for the customer that isn’t “reach out to customer support” but more like “click this link to reset your password”.
• Program terms and conditions that a customer may inquire about.
• Business operations info, like hours of operation or locations.
• Pricing information. 

Knowledge base articles that would not be good articles won’t help answer customer questions and will just create additional noise within the knowledge base when Stylo is looking to help with a question, some examples are:

• Monthly company reports.
• Blog posts.
• Articles that contain information that may have helped answer questions in the past, but are now outdated.

How can I exclude articles from being used in Stylo’s context engine?

You can add the label of “stylo_noindex” when creating the Zendesk article, so Stylo’s context engine will not intake the article into your Knowledge Base. 

Or

You can change the status of the article to exclude it from being utilized by Stylo Assist.