AI Question Generation

How does AI generate questions?

1. Content Analysis:

• Reads knowledge base articles for policies and procedures

• Analyzes tickets for common scenarios and agent responses

• Identifies key concepts and decision points

1. Question Design:

• Tests practical knowledge agents need daily

• Balances coverage across all source materials

• Creates plausible distractor answers

• Ensures intermediate difficulty (not too easy/hard)

• Avoids overly technical or obscure details

1. Quality Standards:

• Questions are specific and unambiguous

• Answers are parallel in structure

• Distractors are believable but clearly incorrect

• No "all/none of the above" options

• Professional, clear language

Tips for Better AI Generation:

• Provide 3-5 knowledge base articles minimum

• Include 5-10 example tickets if available

• Use Testing Points to guide focus areas

• Generate more questions than needed, then select the best ones