establishing a communication session between a human agent and a user, wherein the communication session is over an electrical medium and relates to a tenant of a plurality of tenants accessing computing services via a cloud platform;

transmitting one or more instructions to generate an interface on a client device associated with the human agent, wherein a first portion of the interface is configured to display an exchange of one or more messages between the human agent and the user for a conversation between the human agent and the user;

obtaining, at a first time, a set of utterances from a transcript of the conversation, wherein an utterance includes a sequence of words from the human agent to the user or from the user to the human agent during the conversation;

accessing a database to identify a plurality of articles specific to the tenant;

generating relevance scores between the conversation and the plurality of articles, wherein a relevance score between the conversation and an article is generated by (1) applying a query retrieval function that estimates a relevance of the article to the transcript and (2) determining an encoding of the transcript to a conversation embedding via a bi-directional encoder representation from transformer model;

selecting a subset of articles having relevance scores above a threshold value; and

presenting the selected subset of articles on a second portion of the interface.