Knowledge Article Recommendation
Suggest relevant knowledge base articles to agents and users during ticket creation.
What Knowledge Article Recommendation does
Knowledge Article Recommendation is Harmony's AI-powered capability that surfaces relevant company knowledge base content and proven past resolutions directly inside helpdesk conversations. When an employee sends a question, the agent automatically queries two knowledge sources - the organization's official KB and a library of insights distilled from previously resolved tickets - and delivers a personalized, context-aware answer without the employee ever leaving the chat. The result is faster self-service resolution and fewer tickets escalated to human agents.
Who Knowledge Article Recommendation Is For
Employees across all departments who need answers to IT, HR, or policy questions via the Harmony helpdesk chatbot.
Before this capability, employees had to hunt through separate knowledge base portals or wait for an IT agent to respond. The recommendation engine brings the right article to the conversation automatically - personalized for the employee's location, role, and device - so the answer appears in context rather than requiring a separate search.
How Knowledge Article Recommendation Works
An employee sends a message in the Harmony helpdesk chatbot (via Slack, Teams, or the portal).
- Context gathering
Before querying any knowledge source, the agent first gathers user context: device type, OS, app, location, job title, and conversation history. The KB query is intentionally blocked until this step completes.
- Parallel knowledge retrieval
The agent queries two sources simultaneously: - **Official KB** (
query_kb): Sends a context-enriched query to Bedrock's retrieve-and-generate API, using the employee's profile and conversation history to personalize the generated answer. Permission filters ensure the employee only sees content their group has access to. - **Insights KB** (query_insights): Retrieves step-by-step resolution procedures extracted from past helpdesk conversations that closely match the current problem. Full articles are fetched from S3. - Personalized answer assembly
The agent evaluates which policy variant applies to this specific employee (user-specific match, global policy, or other contexts only), leads the answer with that determination, and supplements with proven resolution steps from insights if available. Video links from KB sources are always surfaced.
The employee receives a tailored, cited answer in the conversation. If the KB is exhausted or the answer doesn't resolve the issue, the agent proceeds to ticket creation or escalation.
Capabilities
- Query the official knowledge base - Searches the organization's KB using Bedrock
retrieve_and_generatewith a hybrid vector search, returning an AI-generated answer grounded in official policy documents. - Personalize answers by employee context - Tailors responses based on the employee's country, city, job title, work location, device, OS, and tenure. HR and compensation policies always include country context; device questions always include device type and OS.
- Enforce KB access permissions - Filters results to content the employee's groups are authorized to see, using a least-privilege intersection of actor and reporter group memberships.
- Surface insights from past resolutions - Retrieves step-by-step procedures distilled from previously resolved tickets that match the current problem, providing practical how-to guidance beyond what's in official policy docs.
- Determine policy applicability - Explicitly identifies whether the returned policy is user-specific, company-wide, or only documented for other contexts - and states this clearly at the start of the answer, reducing employee confusion.
- Surface video and media sources - Detects video links in KB sources and always includes them in the response; video sources are treated as high priority.
- Respect conversation history - Injects conversation history into the KB generation template so follow-up questions produce contextually continuous answers.
- Retry on empty results - When the first KB query returns nothing, the agent is instructed to retry with added context (country, job title, device) before falling back to general guidance or ticket creation.
Main use cases
Employee Asking About a Location-Specific HR Policy - An employee in Israel asks about PTO policy and whether it differs by country. The agent detects the employee's country from their profile, appends it to the KB query, and leads the answer with "This policy applies to your location (Israel):" - serving the relevant variant first rather than a generic global answer.
Troubleshooting a Recurring Technical Issue - An employee's VPN keeps dropping when switching networks and they message the helpdesk. The insights KB is queried in parallel with the official KB. If similar cases have been resolved before, the agent presents proven step-by-step instructions framed as "Based on Harmony's analysis of similar resolved tickets, here's what works..." - before the issue needs to be escalated.
New Employee Asking About Equipment and Allowances - A recently onboarded employee asks what home office stipend they're eligible for. The agent uses the employee's job title and country to retrieve the correct allowance policy, calculates any tenure-based eligibility using their start date, and presents a personalized answer that references their specific situation.
IT Agent Handling a Ticket on Behalf of an Employee - An IT agent opens a conversation to investigate an employee's software access issue. The KB query uses both the IT agent's groups and the employee's groups - only content accessible to both parties is returned, ensuring the agent isn't served information the employee isn't permitted to see.
Integrations
Knowledge base content is synced from external sources into Harmony. The agent searches whatever sources are connected for that tenant.
| Integration | Role in the agent flow |
|---|---|
| Confluence | Pages and spaces are synced into Harmony's KB; the agent retrieves policies, procedures, and documentation published there |
| Notion | Pages are synced from connected Notion workspaces; the agent can surface any content published to Notion |
| SharePoint | Documents and pages from SharePoint sites are indexed and made searchable through the agent |
| Freshservice | KB articles from Freshservice are synced and searchable alongside content from other sources |
| ServiceNow | KB articles from ServiceNow are synced into Harmony's KB for retrieval |
| Manual File Upload | Admins can upload documents directly to Harmony's KB; these are indexed and treated the same as synced content |
FAQ
It's a capability embedded in Harmony's AI Helpdesk chatbot - not a separate product. When an employee chats with the helpdesk, the agent automatically decides when to search the knowledge base and surfaces the relevant content inline. There's no separate "recommendation service" the employee interacts with directly.
Meet more Agents
