Overview
The hTech AI Ticket Assistant includes an optional Knowledge Engine that analyzes customer messages and identifies opportunities to improve your documentation. When enabled, the system generates suggestions based on real support conversations, helping you strengthen your Knowledgebase and reduce repetitive support requests.
What Is the Knowledge Engine?
The Knowledge Engine examines incoming tickets to detect topics that are:
- Frequently asked
- Not covered in your current Knowledgebase
- Confusing or unclear in existing articles
- Repeating across multiple customers
Its goal is to help you create better documentation and reduce future support workload.
Where to Find Knowledge Suggestions
You can view suggestions inside the module:
- Log into WHMCS admin
- Select Addons
- Click "hTech AI Ticket Assistant"
- Open the "Knowledge Engine" or "Suggestions" section
This panel displays a list of suggested improvements based on recent tickets.
Types of Suggestions
The system may generate several types of suggestions, such as:
Missing Article Suggestions
- The AI notices a topic customers consistently ask about.
- No Knowledgebase article exists for that topic.
- The system recommends creating a new article.
Improvement Suggestions
- The AI detects confusion around an existing KB article.
- Customers repeatedly ask follow-up questions.
- The system recommends updating or expanding the article.
Clarity or Step-by-Step Enhancements
- SOP or KB instructions are unclear or missing steps.
- The AI identifies the gap based on customer behaviors.
Topic Trends
- Multiple customers ask about the same issue in a short time.
- The system flags the topic as a trend worth documenting.
What Each Suggestion Includes
A typical suggestion will show:
- The related ticket (if applicable)
- The suggested topic or article name
- A description of what customers were asking
- The AI’s recommended improvement
- A confidence score (if available)
- The time the suggestion was generated
How to Act on Suggestions
You are free to accept, ignore, or modify the suggested improvements.
When a suggestion is useful:
- Customers repeatedly ask the same question
- Support agents are sending duplicate replies
- No Knowledgebase article exists on the issue
- An existing article causes confusion
When a suggestion can be ignored:
- The issue is rare and not worth documenting
- The suggestion relates to an outdated ticket
- Your team already has internal-only instructions
Deleting or Purging Suggestions
You can manage stored suggestions inside the dashboard.
- Delete – Removes a single suggestion.
- Purge – Removes all suggestions at once.
Purging suggestions does not affect tickets or the Knowledgebase. Only the AI suggestions are removed.
How the Knowledge Engine Helps Your Business
Using the system regularly provides long-term benefits:
- Reduces repetitive support questions
- Makes your Knowledgebase more complete
- Improves customer self-service success rates
- Decreases ticket volume over time
- Improves overall customer satisfaction
The better your documentation becomes, the easier it is for customers to resolve issues without opening a ticket.
When the Knowledge Engine Should Be Enabled
Recommended for departments that generate frequent or repetitive questions, such as:
- Support
- Billing
- Sales
You can safely keep the feature enabled at all times, as it does not send messages or modify tickets.
Summary
The Knowledge Engine provides powerful insights into what customers are struggling with and helps you strengthen your Knowledgebase. By acting on suggestions, you can significantly reduce ticket volume and improve customer experience.
If you need help interpreting suggestions or organizing your documentation, feel free to open a support ticket.