Engage Knowledge base AI, allows your bot to generate concise answers after scraping your content. Adding an FAQ flow to your bot was never easier!
How does it work? First, you add the content that your bot will scrape to retrieve the answer to the customer's question. Second, you design a flow to display that answer.
Generative vs non-generative Knowledge base AI
We offer 2 ways of using the knowledge base:
- Generative knowledge base: the bot will generate, or make up a new sentence to answer your customer's questions after scraping your content. There, you can use: PDF files, URLs of a page or a whole domain and CSV files.
- Non-generative knowledge base: the bot will answer what you tell it to answer after you fed it with a list of questions and answers. There, you can use only CSV files in a specific format.
To choose if your knowledge base should be generative:
- Open your Knowledge Base AI tab for the first time.
- A popup with the Generative AI terms and conditions opens. If you click on Accept, your bot will be generative. If you click on Cancel, your bot will be non-generative.
Test it on a template
You have your Knowledge base feature enabled and would like to test it right away? You can do it by playing with our template "Knowledge Base AI".
Build a powerful, hybrid bot
Bots can become really powerful if you use a mix of intents (answers designed by your team) and knowledge base AI. In this sense, your bot will be hybrid because it uses answers generated both by humans and machine.
If you connect your Knowledge base AI Action block to your Not Understood block and add no other content to your bot, all questions from users will be answered directly by your knowledge base AI.
If you have other intents in your bot, the intents will be triggered whenever there is a match with the expression from a user. Only when something is said by the user that isn't a match with any intent, the Not Understood block and thus knowledge base AI will be triggered.
Limit your content using tags
For some use cases, it might be important to only allow specific content to be used in an answer that's created by Knowledge base AI. Different categories of content can be created by using tags. You can read more about how to use tags in this article.
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