We have implemented Copilot (for end users) for our campus. When I look at the AI dashboard (last 12 months view) It shows me 447 AI-touched service records. However, when I look at the Internally sourced answers, it is out of 796. What accounts for the difference?
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Hi
The difference between the AI-touched service records and the internally sourced answers can be attributed to several factors:
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Scope of AI Interaction: AI-touched service records refer to those service records where AI has directly interacted or provided assistance. This could include automated responses, AI-driven suggestions, or any form of AI engagement with the service record.
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Internally Sourced Answers: This metric might include all answers or solutions that were sourced internally, regardless of whether AI was involved. This could encompass human-generated responses, knowledge base articles, or any internal documentation used to resolve issues.
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Overlap and Exclusivity: Not all internally sourced answers may involve AI interaction. Some service records might have been resolved using internal resources without AI intervention, leading to a higher count in internally sourced answers compared to AI-touched records.
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Timeframe and Data Updates: Ensure that both metrics are being viewed over the same timeframe and that the data is up-to-date. Discrepancies can sometimes arise from viewing different periods or due to delays in data synchronization.
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Definition and Categorization: The way AI-touched records and internally sourced answers are defined and categorized in your system might differ, leading to variations in the counts.
Let us know if this was useful or if you need further clarification!
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