Introduction

KnowledgeAI™ unifies and leverages your brand’s content to provide fast answers to common questions and issues, and effectively automate consumer conversations at scale.

Using KnowledgeAI, you can ingest and transform your existing content, so it can be used to seamlessly answer consumer questions in rich, automated conversations over Voice and Messaging channels.

Looking for more? See this in-depth introduction in our Knowledge Center.

Knowledge bases

A knowledge base exposes a repository of articles that support a particular classification in your business. As an example, the following is an illustration of an internal knowledge base, which contains telco FAQs.

When used in a bot, a knowledge base is a great tool to answer questions about a variety of topics specific to the bot's area of expertise. Typically, in LivePerson Conversation Builder, you might add a knowledge base integration in a Fallback dialog to provide simple answers to topics not covered elsewhere in the bot. Alternatively, you might have an FAQ bot that is driven by a knowledge base full of articles. Powering bots with intelligent answers can increase containment: It helps to ensure that the conversation stays between the bot and the consumer and that the consumer's need is resolved by the bot.

In the KnowledgeAI application, you add and manage knowledge bases. The knowledge bases either contain articles, or they integrate with an external content source that contains them.

Content sources

You can create knowledge bases using a variety of content sources:

• Knowledge management system (KMS) or content management system (CMS)
• CSV file
• PDF
• Google sheet
• Web site

You can also start from scratch and author articles directly in a knowledge base.

KMS or CMS

LivePerson recommends this approach because it's not just flexible and powerful, but also automatic. The other approaches to content management are manual.

If you have a knowledge management system (KMS) or content management system (CMS) with well-curated content that you want to leverage in bot conversations, you can integrate it with KnowledgeAI. Integrating with your KMS/CMS lets your content creators use familiar tools and workflows to author and manage the content.

You can integrate with any KMS/CMS that has a public API for retrieving knowledge articles. Notable examples include Salesforce and Zendesk.

When you create an internal knowledge base of this type, you use LivePerson's Integration Hub (iHub) to integrate the KMS/CMS. iHub embeds Workato and uses Workato to set up the integration.

CSV files

If your tool of choice is a simple CSV sheet, you can add an internal knowledge base and import the contents of the CSV file when you do.

PDFs

PDFs are common, and they're an easy way to import content into KnowledgeAI. If this is your tool of choice, you can add an internal knowledge base and import the contents of a PDF when you do.

Google sheets

If your tool of choice is a simple Google sheet, you can add an internal knowledge base and link the sheet to it.

Web sites

You likely have a lot of knowledge content on your organization's Web site. If so, you can add an internal knowledge base and import the contents when you do.

Importing content from your Web site is possible, and it’s sometimes suitable as an approach to getting some initial content into the knowledge base. But it has some definite drawbacks: Any updates due to Web site changes can be difficult (see limitations) and resource-intensive, so we don’t recommend this approach as a long-term solution for managing your knowledge base’s content. Instead, if you have a KMS or CMS, consider integrating it; this is a great approach because it’s so flexible and powerful. Overall, discuss your needs and internal systems with your LivePerson representative, so we can work with you to develop an effective approach to content management.

Starting from scratch

If you’re starting a knowledge base from scratch, and you prefer to work directly in the KnowledgeAI application, you can also do this.

Content management

As mentioned above, in KnowledgeAI, you can populate a knowledge base in several ways. Here's an at-a-glance view of how that works:

What you can’t do is mix content types within a knowledge base. For example, if you add a knowledge base and import 2 PDFs into it, you’ll see a Sources page which you can use for adding more PDFs…and only PDFs.

Optional use of Generative AI

Interested in leveraging the power of Generative AI to offer contextually aware, natural sounding answers to your consumers? Enrich the answers via Generative AI.

Not ready to make use of Generative AI and LLMs? No problem. You don't need to incorporate these technologies into your knowledge base solution. The choice is yours: Use KnowledgeAI with or without Generative AI.

Access KnowledgeAI

1. Log into Conversational Cloud.

2. Open the menu on the left side of the page, and select Automate > KnowledgeAI.

   

Try the tutorial

If you're just beginning with KnowledgeAI, we recommend the Getting Started tutorial series. For some exposure to KnowledgeAI, make sure to continue on to the advanced tutorial series. The second series builds on the first.