Knowledge base
Pact's knowledge base — articles with hybrid search and deflection, plus an on-demand flow to draft a review-pending article from a resolved support ticket.
The knowledge base holds the articles that answer your customers' recurring questions. It powers self-serve content and the deflection recommendations agents see while working a case.
Articles
Articles are the unit of the knowledge base. Each has content, a status (draft or published), and a visibility (private or public). Agents write and publish articles; drafts stay private until someone reviews and publishes them.
Hybrid search and deflection
The knowledge base is searched with a hybrid retrieval approach, so a query matches on both keywords and meaning. This search drives two things:
- Agent deflection — while working a case, an agent sees a "send this article?" recommendation when a strong match exists (see Agent assist).
- Case deflection tracking — when a suggested article is opened on a case, Pact records a deflection, which rolls up into analytics.
Draft an article from a resolved ticket
When a ticket is resolved, an agent can turn that resolution into a knowledge-base article with one action — a good way to capture a fix so the next customer can self-serve.
On-demand, draft-only, and BYOK-required
This is not an automatic or hands-off generator. It runs only when an agent clicks it on a resolved or closed ticket. It requires a BYOK AI provider — with no key, it's an honest no-op and fabricates nothing. What it produces is a private, review-pending draft grounded strictly in that one ticket. Nothing is ever auto-published; an agent edits and publishes it.
How the draft flow protects your knowledge base:
- Grounded — the draft is written only from the ticket's content, not invented.
- Deduped — a novelty check runs the draft's topic against existing articles and skips drafting when the KB already covers it well.
- Gated — the ticket must be resolved or closed and have enough content to be worth an article.
- Idempotent — a given ticket won't spawn duplicate drafts.
- 1
Resolve the ticket
The draft action is only available on a resolved or closed case.
- 2
Draft from case
Click to generate a grounded, deduped draft article.
- 3
Review and publish
The draft lands private and review-pending. Edit it, then publish it yourself.