scrap the new Miya AI KB and bring back the old one
New AI is terrible in finding past and present KB articles, what are Mitel trying to do kill support completely?
Graham Wall
shared this idea
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chris hamblin
commented
seems like a typical mitel upgrade where it has been "upgraded' to something thats less functional
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Philip Hofmann
commented
Searching using the product selection for MiCC-B and MCX works poorly or not at all.
The only option is to search for “MiCC-B,” “Mitel CX,” or similar variants within the ‘Title’ or “Article Body” to get at least some hits.
However, the presence of these keywords in the individual articles is not guaranteed and therefore only has limited success.
Some articles at least have the former document ID (e.g., HO680) added to the “Title” so that they can be found again.
This should have been taken into account when migrating from the old to the new KB system.
The assignment of the previous product groups should also have been transferred in order to be able to perform a proper and orderly search with the corresponding hits.
The weekly information emails about subscribed articles are also no longer being sent.
Please give this urgent consideration.
I'm not sure if you are aware of how important the previous knowledge base (https://mitel.custhelp.com) was for all of us and how we used it.