For a flexible architecture and an optimal consumer experience, follow these best practices:

  • Before you begin, ensure the content in the CMS is appropriate for conversational AI.
  • Design a modular approach, where each knowledge base supports a particular classification in your business: Create external knowledge bases per category, likewise split the intents into domains based on category, and add multiple knowledge base integrations for use in bots. A modular approach like this makes it easier to use a knowledge base for a specific purpose in a bot. Moreover, it yields a faster response during the conversation.
  • When you add an external knowledge base, configure it to use LivePerson AI whenever possible, and consider caching the fetched content at run time for improved performance.
  • When using an external knowledge base with LivePerson AI, remember to manually sync with the CMS after you make changes in the CMS.