Copilot 2.0

Hybrid Knowledge Generation

18 Jun 2025
3 Minutes to read

Hybrid Knowledge Generation

Updated on 18 Jun 2025
3 Minutes to read

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The system retrieves answers from either public or private/internal knowledge sources separately using RAG (Retrieval-Augmented Generation). The discussion proposes a solution that combines both types of knowledge sources into a Hybrid or Universal knowledge output, while maintaining clear source attribution.

The following flowchart displays retrieval and display of responses from both private and public knowledge sources. Combined into a unified response with source annotations, flagged as Hybrid Knowledge

The following use-case displays the real time scenario:

IT Request
Travel Policy

Use Case User Persona: Analyst / End User	Solution
IT Request An end user contacts the IT service desk chatbot with the issue: "My Microsoft Teams is not syncing with Outlook calendar." This is a common query that can be resolved by referencing internal knowledge articles (example: company-specific configurations) as well as public resources (example: Microsoft support documentation).	Hybrid Knowledge Retrieval Flow Chatbot Query Handling The user enters the issue via the self-service chatbot interface. The chatbot is integrated with the Knowledge Module, configured to retrieve content from both: Private knowledge sources: Internal knowledge base articles, service desk SOPs, historical incident solutions. Public knowledge sources: Trusted external resources such as Microsoft Learn, vendor support APIs, public FAQs. Unified Hybrid Response Mode The chatbot generates a blended answer with source annotations, flagged as Hybrid Knowledge: "To fix Microsoft Teams not syncing with Outlook calendar, first verify that the Teams Outlook add-in is enabled (🔗Microsoft Support). Next, ensure that the Office 365 license is active and clear the Teams cache before restarting (🔐Internal KB #10245). Also confirm calendar permissions in Exchange Online (🔗Microsoft Learn)." [Response Type: Hybrid Knowledge].
Travel Policy An employee asks the corporate IT or HR chatbot the following question: "Am I allowed to book business travel through third-party websites like Expedia?"	This is a policy-related query that may involve: Internal policies (example: Expense reimbursement, Preferred vendors) External knowledge (example: travel advisories, COVID-19 restrictions, or third-party booking terms) The chatbot interprets the question and initiates a hybrid knowledge search using: Private Knowledge Base: Internal travel policy documentation, HR knowledge articles, finance SOPs on reimbursements. Public Sources: Government travel advisories, third-party website terms, airline guidelines, COVID-19 regulations. Unified Hybrid Knowledge Response "According to our internal travel policy, employees must book travel through the approved corporate booking portal to ensure expense eligibility and access to negotiated corporate rates (🔐Internal HR Policy KB #TRV-004). Bookings through third-party sites like Expedia are not reimbursable unless pre-approved by the travel desk (🔐Internal Finance KB #FIN-022). Note: If you are traveling internationally, consult your destination’s COVID-19 and visa requirements (🌐U.S. State Department Travel Advisory) and review Expedia's cancellation policies (🌐Expedia Help Center) before making arrangements."

Use Case

User Persona: Analyst / End User

Solution

IT Request

An end user contacts the IT service desk chatbot with the issue:

"My Microsoft Teams is not syncing with Outlook calendar."

This is a common query that can be resolved by referencing internal knowledge articles (example: company-specific configurations) as well as public resources (example: Microsoft support documentation).

Hybrid Knowledge Retrieval Flow

Chatbot Query Handling

The user enters the issue via the self-service chatbot interface. The chatbot is integrated with the Knowledge Module, configured to retrieve content from both:

Private knowledge sources: Internal knowledge base articles, service desk SOPs, historical incident solutions.
Public knowledge sources: Trusted external resources such as Microsoft Learn, vendor support APIs, public FAQs.

Unified Hybrid Response Mode

The chatbot generates a blended answer with source annotations, flagged as Hybrid Knowledge:

"To fix Microsoft Teams not syncing with Outlook calendar, first verify that the Teams Outlook add-in is enabled (🔗Microsoft Support). Next, ensure that the Office 365 license is active and clear the Teams cache before restarting (🔐Internal KB #10245). Also confirm calendar permissions in Exchange Online (🔗Microsoft Learn)."

[Response Type: Hybrid Knowledge].

Travel Policy

An employee asks the corporate IT or HR chatbot the following question:

"Am I allowed to book business travel through third-party websites like Expedia?"

This is a policy-related query that may involve:

Internal policies (example: Expense reimbursement, Preferred vendors)
External knowledge (example: travel advisories, COVID-19 restrictions, or third-party booking terms)

The chatbot interprets the question and initiates a hybrid knowledge search using:

Private Knowledge Base: Internal travel policy documentation, HR knowledge articles, finance SOPs on reimbursements.
Public Sources: Government travel advisories, third-party website terms, airline guidelines, COVID-19 regulations.

Unified Hybrid Knowledge Response

"According to our internal travel policy, employees must book travel through the approved corporate booking portal to ensure expense eligibility and access to negotiated corporate rates (🔐Internal HR Policy KB #TRV-004). Bookings through third-party sites like Expedia are not reimbursable unless pre-approved by the travel desk (🔐Internal Finance KB #FIN-022).

Note: If you are traveling internationally, consult your destination’s COVID-19 and visa requirements (🌐U.S. State Department Travel Advisory) and review Expedia's cancellation policies (🌐Expedia Help Center) before making arrangements."

A few of the benefits for Hybrid Knowledge Management are displayed in the following graphic:

A hybrid knowledge retrieval feature that combines private and public knowledge sources to generate a unified response. The outputs will be shown separately, with private knowledge prioritized and all sources clearly labelled. The approach will use RAG and LLMs, with implementation evolving based on further business input.

To view the Hybrid Knowledge Generation, perform the following steps:

Log in to the Application.
Click on the Copilot icon on the top of the page.
Enter a prompt for the Copilot.
Example: User Input - “My Microsoft Teams is not syncing with Outlook calendar”
Copilot responds with Private and Public Knowledge sources.
Figure: Hybrid Knowledge Generation

FAQs

Version	2.0
Last Updated	17 June, 2025

How does the system prioritize information from different sources?

The system is designed to prioritize private knowledge sources to ensure that responses align with internal policies and procedures. However, it supplements this information with public sources to provide additional context or details, especially when internal documentation is lacking or when external best practices are relevant.

How can I access and use the Hybrid Knowledge feature?

To utilize the Hybrid Knowledge Generation feature:

Log in to the Apex application.
Click on the Copilot icon located at the top of the page.
Enter your query into the prompt field.
The Copilot will respond with information sourced from both private and public knowledge bases, clearly indicating the origin of each piece of information.

How does Hybrid Knowledge Generation work?

When a user submits a query through the Copilot interface, the system utilizes Retrieval-Augmented Generation (RAG) to fetch relevant information from:

Private Knowledge Sources: Internal knowledge base articles, service desk standard operating procedures (SOPs), and historical incident solutions.
Public Knowledge Sources: Trusted external resources such as Microsoft Learn, vendor support APIs, and public FAQs.
The retrieved information is then synthesized into a unified response, with each piece of information clearly labeled by its source.

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