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Because they are usually keyword matches shown at the wrong moment. A customer mid-complaint is offered three irrelevant articles, which reads as being deflected rather than helped.
Suggestions surface likely-relevant articles to a customer composing a request and to an agent composing a reply.
Suggestions read what has been written so far against article content and the tickets each article has resolved. They appear alongside rather than blocking submission.
A customer typing a common question sees the article that has resolved that question before, and closes the form. That is recorded as a deflection with the article credited.
They will not prevent a ticket being raised. The submit button is never blocked or hidden, because forcing a customer through articles is how deflection metrics get gamed.
The knowledge base, resolution history per article, and the customer's product and plan so irrelevant articles are filtered out.
Yes, and they should be for anything urgent.
Yes, and separately from abandonment, which is not the same thing.
Yes, including internal-only articles.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.