Data Pool

Customize the Copilot’s Language Models (LLMs) for End Users' specific needs.

Requirements

• SysAdmin or AI Admin permissions

• SysAid Copilot license

The Data Pool is the information source for the organization's AI Chatbot. 

SysAdmins use Data Pool data to customize the Copilot’s Language Models (LLMs) for End Users' specific needs.

The Data Pool consists of Datasets; containers that SysAdmins add and configure to improve the Copilot’s knowledge and personalize responses to user queries.

The Data Pool contains six types of Datasets:

1. Service Record Data

2. Q&A Sets

3. Knowledge Base Articles

4. Documents 

5. URL

6. SharePoint Connector

Data Pool Page Structure

SysAdmins can manage Datasets and their sources on the Data Pool Page.

To access and manage the Data Pool, go to Self-Service Portal > AI Chatbot > Settings > Data Pool.

The Data Pool Page consists of two main sections:

• Dataset Side Panel

A side panel that groups the account’s list of Datasets with indication of their type, as well as a button to create a new Dataset

• Table of Sources

The Table displays all items added to the selected Dataset. Each item can be viewed or deleted from the table through the ‘three dots’ action menu.

The Table displays the Datasets with two sortable Columns: Status and Last Updated. 

The Table Header contains the following chips:

Out-of-the-box Datasets

The Data Pool’s six out-of-the-box Datasets are:

To create a new Dataset, click on the “plus” button at the top of the side panel.

Service Record Datasets

The Service Record Datasets derive historical Service Record data from a container of Service Records – enabling the Copilot to access past Service Records which may contain the solution to the current user’s queries. 

SysAdmins can create Service Record Datasets and define the following properties: 

Configure which Service Record Fields are processed

AI Admins can configure which Service Record Fields the AI Chatbot processes from each Service Record Dataset.

AI Chatbots can process the content of following Service Record Fields:

• Messages

• External Notes

• Chat Console

• Solution

• Resolution

• Activities

Default Fields

All Service Record Fields are checked off by default, except for Resolution and Activities

To reconfigure a Dataset, check/uncheck the relevant Service Record Fields from the list, and press Save.

The Dataset is then cleared and reset based on the new configuration.

Knowledge Base Articles

Knowledge Base Article Datasets derive data from the AI Admin’s organizational Knowledge Base – enabling the AI Chatbot to refer to relevant Article content that may enhance the quality of the AI Chatbot responses and/or refer users to useful article links. 

AI Admins can create Knowledge Base Article Datasets and define the following properties: 

You can also perform the following actions for individual Articles: 

• View Article content

• Remove an Article

Q&A Set

Q&A Set Datasets derive data from Q&A Sets created from the selected Dataset – enabling the Copilot to refer to conversations that may contain the solution to the current user’s queries. 

SysAdmins can create Q&A Set Datasets and define the following properties:

Documents

Document Datasets contain Documents (.pdf, .doc, .csv, .pptx, and .xlsx files) whose content includes relevant information to topics referenced in user queries. 

You can configure the following Settings and apply them to a Dataset’s Document sources:

URLs

URL Datasets contain public URLs (no authentication required) whose content and data include information and data that contribute to the AI Chatbot’s responses. 

You can choose to enable Deep Crawling for a URL Dataset and determine Levels; which of the links nested in the provided website will be processed into the Dataset. 

You can configure the following Settings and apply them to a Dataset’s URL sources:

You can perform the following actions for individual URLs:

• Add a URL

• Delete a URL

SharePoint Connector

SharePoint Connector Datasets contain all published SharePoint Sites (and their nested files) that AI Admins have chosen to import as a knowledge source for the AI Chatbot’s responses.

SharePoint Datasets are auto-synced with the SharePoint site every 10 minutes – so changes made by Admins in SharePoint stay consistent as ‘one source of truth’.

Creating a SharePoint Dataset for the Data Pool requires the AI Admin to authenticate their SharePoint account.

This requires providing the following SharePoint Account Details:

• Tenant ID

• Client ID

• Client Secret

• Site URL

Once all Required Fields are added, the “Confirm” button can be clicked to complete authentication and begin importing the SharePoint site into the Dataset.