Quick Answer in Agent Workspace was very wrong

Thank you, Michael for submitting feedback! The next step would be on us to review it. 

We also experienced cases where Quick Answer failed to find answers to simple questions that very closely resembled the titles of KB articles.

Eli, could you please walk me through the experience? Do you get a relevant list of articles and the wrong answer? Is the relevant article part of the top three? Or do you get an irrelevant list of articles?

We have a public KB article called “How do I upload or send files to <company>?” When we searched for “How do I share files with <company>?”, Quick Answer gave a completely wrong answer gleaned from an unrelated article, or no answer at all. The correct article was #5 in the list of search results, or not present in the search results.

The Quick Answer and search results were much better if we searched using the exact language from the article title (e.g., “send” instead of “share”), though it would be rare for us to exactly search the article title.

Thank you for the explanation. It helped to clarify the issue. 

This just went live in my instance and I was under the impression this would be in the intent panel and the agent would need to copy and paste it into the public comment.  However that isn't how this is working, its displaying the answer in the public comment which is not okay.