Due to the privacy restrictions that must be applied to all of our Help Center articles (all are set to private and require SSO authentication to access), I am unable to use our Help Center repository to train the AI Customer Agent.
I love the self service capabilities inherent with AI agents but we are unable to use this feature under its current limitations. It would be wonderful to have the ability to train the Agent on private information that can/will only be leveraged by users who are signed into our platform.
I was just asking about this to a live support agent and they did acknowledge that this was on their product teams roadmap to add support for private content. They didn’t share any timeline but hopefully someone on their team will pick up this idea and keep it up to date for when the feature will be available as we also can’t use Breeze until this is supported.
Your point about the limitations of training AI agents on private content is very valid. The ability to train AI agents on secured, private data while ensuring access is restricted to authenticated users would significantly enhance the utility of these tools. It would bridge the gap between maintaining privacy and providing efficient, personalized self-service options. Hopefully, future updates can address this need and make AI integration more adaptable to scenarios like yours.
This feature is now available for all Service Hub Pro and Enterprise customers. When you add Knowledge Base articles to your agent’s Content Sources, you can select private KBs too.