Duplicate content detection

Duplicate Content Detection is an Eddy AI feature in Document360 that scans your published articles, identifies repeated text blocks, and recommends converting them into reusable snippets. It is part of the AI Premium suite and is available to Admins and Owners in the Knowledge base portal. Use it to maintain a consistent single source of truth across your knowledge base and reduce the maintenance overhead of updating the same content in multiple places.

When to use Duplicate content detection

• Your knowledge base has grown over time — As article count increases, the same explanatory text tends to get copy-pasted across articles. Use this feature to find and consolidate those blocks before they diverge.
• You are standardising content for reuse — If your team is moving toward a snippets-first approach, this scan gives you a ready-made list of candidates to convert.
• You have updated a core piece of content — After changing a product name, process, or policy, scan to find all articles where the old wording was duplicated and update them in one action.
• You want to reduce support tickets from conflicting information — Duplicate content that falls out of sync creates reader confusion. Converting it to a snippet ensures every article always shows the latest version.

Before you begin

• Only Admins, Owners, or users with the relevant permissions under custom roles can enable Duplicate Content Detection.
• Only users with update access to the Content resources module can initiate scans.
• Duplicate Content Detection currently supports English content only.
• Only published articles are scanned. Unpublished articles are excluded.
• You can run a maximum of 4 manual scans per month. The limit resets on the 1st of each month. Once reached, the scan option is disabled until the next reset.
• Scans are manual only — they are not triggered automatically.
• Articles you do not have access to will not appear in scan results.

What content is scanned?

The scan analyses plain text paragraphs only. A paragraph must be between 50 and 4,000 characters and contain at least 3 sentences to be eligible. The following content types are excluded from scanning:

A snippet is only suggested when the match score is 80% or higher, calculated as: (Vector Score × 70%) + (ROUGE Score × 30%) ÷ 100. Suggestions are listed in descending order by the number of times the duplicate appears.

How to enable Duplicate content detection

1. In the Knowledge base portal, navigate to Settings (⚙) > AI Settings > Eddy AI settings.
2. Scroll down to the AI Premium suite accordion.
3. Toggle on Duplicate content detection.

Once enabled, you can initiate scans and view reports from the Snippets page or the Knowledge pulse page.

How to run a scan

From the Snippets page

1. Navigate to Content tools > Content resources > Snippets.
2. Locate the Duplicate content detection banner at the top of the page.
3. Click Find duplicates to start the scan (on first use). If a previous scan exists, click Scan again.

4. Once the scan completes, click Review suggestion to open the duplicate content report.

From the Knowledge pulse page

1. In the Knowledge base portal, click the Knowledge pulse icon in the left navigation bar.
2. In the Duplicate content detection section, click Scan now.

Once the scan completes, the following metrics are shown:

3. Click View report to open the detailed results, or Scan again to rerun detection.

How to review and act on the report

The Duplicate content detection report has two tabs: Duplicates identified and Ignored duplicates.

Duplicates identified tab

The left panel lists all duplicates Eddy AI has identified. Each entry shows how many times the content appears and across how many articles — for example, "This content appears 16 times in 10 articles."

Use the filter dropdown to narrow the list:

Click any entry to open the detail panel on the right, where you can:

• Edit the suggested snippet name.
• Confirm or change the target language (English by default).
• Click Ignore to move the entry to the Ignored duplicates tab.
• View the percentage match score for each duplicate.
• Click Add snippet & update articles to apply the snippet across all listed articles.

Edit a suggested snippet

1. Click the Edit (✏) icon next to the suggested content.

2. In the Edit snippet suggestion dialog, edit the text and apply formatting using the available tools.

   When you edit the content, the match percentage recalculates automatically. Even if the score drops below 80%, the updated percentage remains visible for comparison. The suggestion list does not refresh — it continues to reflect the original matches identified before editing.

3. Click Update to save your changes.

Preview changes before applying

Before applying a snippet, you can verify how each article will look after the change:

1. In the Duplicates identified tab, hover over an article in the right panel and click the ⓘ icon to view its details.

2. Click Preview to open the split view.

   The left side shows the original article content. The right side shows the updated version with the snippet applied. Deleted text is highlighted in red, added text in green, and formatting changes in blue. The inserted snippet is outlined with a dotted rectangle on the right side.

3. Use Next and Prev to move between article previews. To exclude a specific article from the update, uncheck the Article selected for update checkbox for that article.

Apply the snippet

1. Review the preview and confirm which articles to include.
2. Click Add snippet & update articles.
3. Click Proceed in the confirmation dialog.

A confirmation message appears: "Snippet added, and articles updated successfully."

Ignored duplicates tab

The Ignored duplicates tab lists entries you have dismissed using the Ignore option. Ignored suggestions:

• Cannot be edited.
• Persist after a new scan — if the list of impacted articles changes, the entry is updated to reflect the new article list, but the suggestion remains ignored.
• Can be restored at any time by clicking Move to open list.

Limits and limitations

Best practices

• Preview before applying — Use the split-view preview to verify every article before committing. This is especially important for published articles, which are republished immediately when a snippet is applied.
• Apply selectively when needed — You do not have to apply a snippet to every impacted article at once. Uncheck articles that need individual review before you proceed.
• Rename snippet suggestions before saving — Auto-generated snippet names are often generic. Rename them to something descriptive (e.g., [Shared] Account deletion warning) so they are easy to manage in the Snippets module later.
• Run a scan after major content updates — If multiple articles were updated since the last scan, rescan before acting on suggestions to ensure the report reflects the current state of your knowledge base.
• Edit existing snippets in the Snippets module — When a detected duplicate matches an existing snippet, any future edits to that content must be made in Content tools > Content resources > Snippets, not in the Duplicate Content Detection report.
• Space out scans strategically — With only 4 scans per month, avoid scanning immediately after every small change. Wait until a meaningful batch of articles has been published or updated.

FAQ