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 LivePerson Conversation Builder:

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.