After you’ve added a knowledge base and finalized its content, you can expose its articles to consumers or agents as desired.
Sending content to consumers
A common use case for automating answers in a bot is within a Fallback dialog, where you want to direct a consumer utterance that didn’t match a dialog starter into a knowledge base search. If an appropriate search result is found, it can be displayed. If no result is found, you might then display a "sorry" message or transfer the conversation to a human agent.
Alternatively, you might have an FAQ dialog or bot that is driven by a knowledge base full of articles. For an example use case that takes advantage of meta intents to capture all FAQ questions, check out this tutorial.
To automate answers in a bot, use one of two approaches within Conversation Builder:
- Messaging channels: Add a KnowledgeAI interaction within the bot.
- Voice channel: Add a KnowledgeAI integration. And use that in an Integration interaction.
Sending content to agents
Save agents time by offering articles as recommended answers to consumer questions. To do this, add a Knowledge Base integration within Conversation Assist.