Enterprise Knowledge Search

Every improvement tells a story. The table below highlights the key updates made to enhance the clarity, accuracy, and overall experience of this article.

Vector Based Knowledge Search

The AI-Powered Semantic Search feature enhances the existing search and AIW Agent capabilities by replacing traditional keyword-based search with intelligent semantic retrieval using vector embeddings and AI-based language understanding.

The feature enables the system to understand the context and intent behind user queries and retrieve the most relevant Knowledge Base (KB) and SharePoint content based on semantic similarity rather than exact keyword matches.

By integrating semantic retrieval with the AIW Agent, users receive faster, more accurate, and context-aware responses during chatbot interactions. The solution also supports automatic KB/SharePoint vectorization, real-time retrieval, intelligent ranking, automatic re-indexing, and retrieval monitoring for continuous optimization.

The following infographic depicts the key highlights of vector-based search:

Intelligent KB and SharePoint Fallback Retrieval

If relevant information is not available in the Knowledge Base (KB), the system automatically extends the semantic search to SharePoint repositories.

The AIW Agent retrieves the most relevant SharePoint documents based on semantic similarity and provides contextual information extracted from the document along with the corresponding SharePoint document link for quick access and reference.

This ensures uninterrupted information retrieval, improved response coverage, and enhanced user experience by leveraging both KB and SharePoint as unified knowledge sources.

To view the semantically retrieved SharePoint or KB documents, perform the following steps:

1. Log in to the Application as an Analyst or End User.

2. Prompt with query such as “I am getting unauthorized access issue.”
   Figure: Query Prompt
   

3. AIW Agent retrieves the most semantically relevant SharePoint documents or KB articles and provides contextual resolution details along with the corresponding document or KB links for quick access and troubleshooting.
   
   Figure: Relevant KB articles

The AIW Agent saves time by displaying a list of relevant SharePoint documents or KB articles for quick access to resolution information.

AIW Knowledge Source Integration Enhancement

AIW integrates external knowledge sources, including SharePoint and Confluence, to provide accurate troubleshooting recommendations.

When users raise troubleshooting queries, AIW retrieves relevant recommendations from the configured knowledge sources and displays direct source citations with document links for quick reference and transparency.

Note

Users must have valid access permissions to open referenced SharePoint or Confluence links. Only publicly accessible or organization-wide documents should be ingested into AIW knowledge sources.

Example

If a user reports that the VPN is not connecting, AIW retrieves relevant troubleshooting steps from SharePoint or Confluence documents and provides direct links to the referenced documents for additional guidance.

To view Confluence Knowledge Base articles, perform the following steps:

1. Log in to the application as an End User / Analyst.

2. Click AIW Chat and enter the prompt in the text box.
   
   Figure: AIW Chat.
   

3. Click    or Press Enter to view the results.
   
   Figure: AIW Prompt – Result
   

4. Click the source link to view the article.

Legacy Enterprise Knowledge Search

Enterprise Knowledge Search enables AIW to retrieve, summarize, and respond to enterprise-related queries using content stored in repositories such as Knowledge Articles and SharePoint. The feature leverages Natural Language Processing (NLP) and Retrieval-Augmented Generation (RAG) to deliver accurate, contextual answers along with source references and follow-up suggestions, ensuring faster decision-making and improved user engagement.

• Search across KAs and SharePoint documents

• Extract relevant information

• Generate concise, contextual answers

• Display the source document name as a clickable hyperlink

• Suggest contextual follow-up questions to drive deeper exploration

To search knowledge articles, perform the following steps:

1. Log in to the application.
   

2. Click the AIW bot icon at the bottom-right of the page.
   

3. Enter a natural-language enterprise-related query.
   Example: “I am unable to backup my documents in OneDrive”
   

4. AI agent searches configured SharePoint repositories using RAG.
   Agent generates a summarized answer with clickable links.
   
   Figure: Enterprise Knowledge Search
   

5. AIW displays the answer, source document link(s), and follow-up questions.