Introduction

When you are adding an external knowledge base, there are a few points in the process where you need to provide a Jolt transformation spec that can be used to "transform" the response returned from the given request into the LivePerson KnowledgeAI article schema. This is necessary to map the external CMS' article data model to LivePerson KnowledgeAI.

If you were able to select your CMS provider from the Content Provider list, a default spec is available and provided at these points:

An example of a default spec provided in the Transformation Spec field

The default spec is pre-built for a default data structure. You can use the spec as is. Alternatively, if you've customized the CMS' data model (e.g., you've added a custom attribute), you can use it as a starter template.

If you weren't able to select your CMS provider from the Content Provider list, you'll need to write the spec from scratch, as no default spec is provided at these points:

An example of no default spec provided in the Transformation Spec field

Supported LivePerson attributes

When adding an external knowledge base without LivePerson AI, one step involves configuring the request for the on-demand content retrieval using your CMS’ query and answer API. This includes defining the transformation spec for the articles that are returned. The following LivePerson attributes are supported:

LivePerson Attribute Description Mandatory?
externalId see above no
title see above yes
tags see above no
category see above no
summary see above no, but see note below
detail see above no, but see note below
contentURL see above no, but see note below
imageURL see above no, but see note below
audioURL see above no, but see note below
videoURL see above no, but see note below

One of summary, detail, contentURL, imageURL, audioURL, or videoURL is mandatory.

Map content metadata

  1. If you need to adjust or write the Jolt transformation spec, click Customize in the Add Knowledge Base window.

    The Customize link to click when you want to adjust or write the Jolt transformation spec

  2. In the Transformation Spec editor (left panel), adjust or write the Jolt transformation spec using the examples and guidance.

    An example of a spec in the Transformation Spec editor

  3. In the Sample Data editor (middle panel):

    • If the editor has default input, you can use it as is or replace it with your own, e.g., with the CMS' response payload.
    • If the editor is empty, take your CMS' response payload and paste it in.

  4. Click Validate Spec.

    This verifies that the spec uses well-formed JSON and that the spec and sample input meet all LivePerson requirements. For example, if you've omitted a mandatory field, you'll see an error. If you've included a field that's not supported, you'll see a warning.

    This step also populates the third, read-only Review Output panel. This panel illustrates the output when the sample input JSON is transformed using the spec. Behind the scenes, the output is JSON too. However, it's presented in a friendlier, record format, so it's faster and easier to evaluate whether the spec is working as you expect.

    An example of the output to review based on the transformation spec provided

  5. When you have finished with the spec, click Save.