Hi,
We're experiencing an issue where the "Support to RMA Form" macro, despite being highly rated, is being suggested inappropriately 90% of the time. It appears that the system isn't utilizing our Help Center articles to craft responses. To address this, I disabled the macro, but then the system defaulted to the next frequently used macro, "Dear Name," and subsequently to the "Phase Out" generic table macro.
It seems the system prioritizes the most-used macros over actual AI analysis of the content. Additionally, since agents typically select 2-3 macros per update, the module for AI-generated answers from KB articles is underutilized—this feature was our main interest rather than further macro recommendations.
Is there a way to modify the settings so that the system prioritizes Help Center articles over macros? Currently, the fact that "macros are evaluated first, followed by help center articles" is a significant issue for us.
Thanks for your assistance,
Tobias
