Data Pool
  • 08 Feb 2024
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Data Pool

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Article Summary

Add and modify Datasets in the Data Pool

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

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

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

There are five types of Datasets in the Data Pool:

  1. Service Record Data
  2. Q&A Sets
  3. Knowledge Base Articles
  4. Documents
  5. URLs

Data Pool Page Structure

Dataset Side Panel & Table of Sources

You 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 -- side panel grouping the account’s list of Datasets with indication of their type, as well as a button to create a new Dataset
  • Table of Sources -- table displaying 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:

ChipDefinition
Sanitization

Whether or not the data is sanitized

Visibility

Who can view the Dataset

DefaultAppears automatically when the Dataset is out-of-the-box
Notes
  • All out-of-the-box Datasets are automatically marked “Default” and “Sanitized”, but can be edited
  • URL Source Items update automatically 1x per week
  • Datasets can be enabled or disabled by selecting the ‘three dot’ action menu in the table and clicking “Enable”/Disable”

Out-of-the-box Datasets

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

Out-of-the-box Dataset

Dataset Type

Incident History

Service Record Data

SSP Knowledge Base Articles

Knowledge Base Articles (published to the Self-Service-Portal)

Verified Answers

Q&A Sets (submitted as “Verified” in the “Monitor & Fine-tune” area)

Documents

Documents uploaded by the AI Admin

Websites

URL (public URLs) 

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

Service Record Datasets

Configure the Service Record Dataset

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. 

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

PropertySettingDefault Value
Title

Name of Dataset

(Blank)
Time PeriodTime range of Service Records in Dataset (either by Weeks, Months, or Years)

2 Years

Visibility PermissionsService Records to include in Dataset – based on who has permissions to view themAll Users
SanitizedWhether to sanitize the PII (Personal Identifiable Information)Sanitized

Knowledge Base Articles


Knowledge Base Article Dataset Configuration

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. 

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

PropertySettingDefault Value
Title

Name of Dataset

(Blank)
Permissions

Knowledge Base Articles to include in Dataset – based on who has permissions to view them

All Users
Import End User articlesWhether end-user articles should be imported into the DatasetSelected
Import Admin Articles

Whether Admin articles should be imported into the Dataset

Unselected
Sanitization

Whether to sanitize the PII (Personal Identifiable Information)

Sanitized

You can also perform the following actions for individual Articles: 

  • View Article content
  • Remove an Article
Notes
  • At least 1 of the Import methods must be selected
  • Knowledge Base modifications and updates sync with the Data Pool automatically 

Q&A Set


Q&A Set Dataset Configuration

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. 

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

PropertySettingDefault Value
Title

Name of Dataset

(Blank)
PermissionsQ&A Sets to include in Dataset – based on who has permissions to view themAll Users
SanitizedWhether to sanitize the PII (Personal Identifiable Information)Sanitized

Documents

Documents Dataset Configuration

Documents Datasets contain Documents (PDF, CSV and Doc 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:

PropertySettingDefault Value
Title

Name of Dataset

(Blank)
Visibility PermissionsDocuments to include in Dataset – based on who has permissions to view themAll Users
SanitizedWhether to sanitize the PII (Personal Identifiable Information)Sanitized

URLs

URL Dataset Configuration

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:

PropertySettingDefault Value
Title

Name of Dataset

(Blank)
Visibility PermissionsURLs to include in Dataset – based on who has permissions to view themAll Users
SanitizedWhether to sanitize the PII (Personal Identifiable Information)Sanitized

You can perform the following actions for individual URLs:

  • Add a URL
  • Delete a URL