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Thresholding filters the most relevant PSQN articles for a given query based on a cut-off value applied to the semantic similarity scores. A common baseline approach is Global Thresholding, which determines a constant threshold applied to all queries.
By setting this threshold, only PSQNs with similarity scores above a certain value are considered relevant. This means that streamlining the article filtering process and providing tech support agents with targeted, useful information pertinent to the customer’s query, enhances efficiency and effectiveness of troubleshooting.
In cases where there are many PSQNs available, thresholding helps manage the volume of information by excluding less relevant notes. This makes it easier for users to focus on the most significant articles without being overwhelmed. This improves the quality of support and overall user experience.