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AurionAI

Turn a document into a knowledge base article

5 min readBy Emmanuel Yazbeck

Who sees this: KB Creator — profiles AI Voice, Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner see it. Read-only users cannot use it.

The KB Creator turns a document you already have, for example a procedure in a Word file, into a knowledge base article. AI reads the document, gives it a clean structure, a title and tags, and shows you a preview. When you confirm, the article is saved as a draft. An administrator or editor publishes it.

Prerequisites

  • Your role is Agent, Supervisor, Admin or Owner. These roles have the Manage articles permission.
  • KB Creator is in the sidebar. It is missing when the tool that your organization connected cannot receive new knowledge base articles, or when an administrator turned this option off. Read Find your way around the dashboard.
  • Your document is a PDF, DOCX, Markdown, TXT or HTML file of 50 MB or less. Text-based files work best. A scanned page, which is only a picture of text, cannot be read reliably.

Steps

  1. In the sidebar, select KB Creator.
  2. Drag your file onto the upload area, or select the area and choose the file. AurionAI starts reading it at once. A long document can take a few minutes. Stay on the page.
  3. Read the preview on the right. The tabs Info, Preview, HTML and the table of contents show the result. If Processing Warnings appear, read them.
  4. Under Select Destination, choose where to save the draft. If your organization has more than one knowledge base, select the check box of each one you want.
  5. For each knowledge base, choose a Category, and a Folder when the category has folders.
  6. Check Article Title. The AI proposes one; you can change it.
  7. Check the tags. Remove the ones you do not want, or type a tag in Add tag and select Add. An article can have up to 20 tags of up to 50 characters each.
  8. Select Save as draft, or Save as draft in selected destinations when you chose more than one knowledge base.

If the AI could not structure the document, the window Publish with reduced quality? opens. The article then has little formatting and no table of contents. Select Cancel and try again later, or Publish Anyway if you will clean it up yourself.

The KB Creator page, ready for a document

Result

The message Draft saved appears at the top of the page. The article is a draft. Customers and callers do not see it yet. Select View Article to open it in the knowledge base.

You cannot publish the draft yourself.

  • AurionAI knowledge base: an administrator, or a user with the Publish articles permission, publishes it in Knowledge Base. When the collection has an approval rule, the draft goes through review first: open it in Knowledge Base and select Submit for Review. Read Write and publish articles.
  • Knowledge base of the tool your organization connected: the draft is saved in that tool. The people who manage that tool publish it there.

After it is published, the article can be found and inserted in replies. Read Insert a knowledge base article.

If something goes wrong

  • KB Creator is not in the sidebar. Your role is Read-only, or your organization cannot use this tool. Ask your administrator.
  • The page shows Not available. The tool your organization connected cannot receive new knowledge base articles, or an administrator turned this option off. Ask your administrator. Read Create articles from documents (KB Creator).
  • The message This destination may show drafts to requesters, so the draft was not saved. Choose a category or list that only agents can see. appears. The category or list you chose shows drafts to requesters, so AurionAI did not save the draft there. Choose a category or list that only agents can see, or ask the people who manage your knowledge base which one to use.
  • The message The text in that document could not be read reliably. It may be a scan; upload a text-based version. appears. Upload a text-based version of the document instead of a scan.
  • The message That document has too many sections for the KB Article Creator to process. Split it into smaller documents and upload them separately. or Processing took too long and was stopped. Split the document into smaller parts and upload them separately. appears. Split the document into smaller files and upload them one by one.
  • The message Preview expired. Please re-upload the document. appears. You waited too long between the preview and saving. Upload the document again.
  • No KB collections available. Create a collection first to publish articles to this destination. The knowledge base has no category yet. Ask the people who manage it to create one.
  • The create button stays grey. Choose a knowledge base, a category and, when the category has folders, a folder.
  • Some images could not be attached The draft is saved, but some pictures are missing. Ask the people who manage your knowledge base to add them.

Still stuck? Submit a request or .