This is a tutorial series that's cumulative in nature. What's more, this series builds on the beginner's series. To complete this tutorial, start from the beginning.

Brands often have static content, such as frequently asked questions, that can be addressed through bots and delivered with Conversation Builder. As opposed to creating individual interactions to handle these use cases, the Conversational Cloud provides knowledge base support to provide a seamless experience in delivering this content. To best work within the Collaborative Bot Group structure, we will create an FAQ meta intent to capture all FAQ questions and present them to our user within the Service Bot.

Step 8: Create the FAQ meta intent

A meta intent is a wrapper for a grouping of related intents.

An illustration that shows several intents funneling into a meta intent

Using meta intents, you can funnel a variety of intents into a single dialog for processing. A meta intent can have many standard intents, and standard intents can belong to one meta intent. Another way to think about this relationship is as a parent-children model, with the meta intent being the parent and all its standard intents as its children.

  1. Open the menu on the left side of the page, and select Automate > Intent Manager to open Intent Manager.
  2. From the domain list on the Intent Manager dashboard, select the "LP_Cross-vertical" domain, and then select Build from the menu that appears.
  3. Create a meta intent: Click Add Intent in the lower-left corner, and specify the following:

    • Intent Name: FAQ
    • Intent Display Name: FAQ
    • Intent Type: Meta Intent
    • Intents > Select intent to add:
      • ask about shipping or pick up
      • reset password
      • cancel account

    When finished, click Save.

    If created correctly, you should see your standard intents displayed underneath the FAQ meta intent.

    A view of Intent Manager that shows several intents nested under an FAQ meta intent

  4. Once saved, you will need to re-train your domain for your changes to take effect. Click Train & Create Version in the upper-right corner. And confirm the action in the pop-up window that appears.

    Training might take a few minutes to complete.

  5. Test to make sure both intents and meta intents are being triggered by your training phrases: Click Intents on the menu bar. In the Test User Input panel on the right, select your newly trained model from the Model version dropdown. Test out a few phrases that you would expect to match the newly created intents. If set up correctly, you should see both the standard intent and its parent meta intent triggered with the same confidence score.

    Using the Test User Input tool to trigger the intents and meta intent

  6. With a newly created meta intent in hand, "release" the new model version, so the changes are reflected in your bot: Click Versions on the menu bar. Select the "release" action, and click Release.

    The Versions page with a callout to the release icon in the Actions column

The next step will be to create a new knowledge base.

Step 9: Create the FAQ knowledge base

In this step, you’ll create a new FAQ knowledge base and add FAQ articles to it.

  1. Open the menu on the left side of the page, and select Automate > KnowledgeAI to open KnowledgeAI.

  2. Click Add Knowledge Base in the upper-right corner. (If you don't have any existing knowledge bases, you'll need to click Let's go instead in this step.)

  3. On the AI Enabled tab of the window that appears, click Internal Knowledge Base.

  4. Specify the following:

    • Knowledge base name: Getting Started KB
    • Domain: LP_Cross-vertical
    • Language: English
    • Import content from: Leave this field blank, as you'll create articles from scratch.

    Adding a knowledge base using the Add Knowledge Base window

    The next step is to add the FAQ articles that will be triggered by intents from our LP_Cross-vertical domain.

  5. Click Add article in the upper-right corner to create your first article. Complete the Add Article form with the following information:

    • Title: Password reset
    • Intent: reset password

      The intent dropdown contains all of the intents within your associated domain. Use the search field or scroll down the list of intents to select the intent you want to surface this article.

    • Summary: Password resets can be done through the login screen. Please select “Forgot Password” to receive an email with instructions on how to reset your password.

    After completing these fields, click Save to create your article.

    Adding an article

  6. Back in our Getting Started KB page, repeat this process to add additional articles with the following information:

    • Title: Shipping costs
    • Intent: ask about shipping or pickup
    • Summary: We offer free ground shipping on all orders within the United States. Please allow 3-5 business days for all ground orders.

    • Title: Cancel my account
    • Intent: cancel account
    • Summary: If you would like to delete your account, this can be done from your “Account Profile” page, accessible by clicking the “My Account” link in the upper-right after logging in. Scroll to the bottom for the link and instructions to delete your account from our server.
  7. Back in the Getting Started KB menu, confirm that the newly created articles are present in your list of articles. Note the Inactive designation, as all newly created articles need to be enabled prior to being accessible.

    A list of articles, all inactive

  8. For each article, click the article title, scroll down to the Enable Article setting, and turn it on. Click Save.

    The knowledge base has now been created. Navigating back to Conversation Builder, next you will use the Knowledge AI interaction to access and display this content.

Step 10: Create the FAQs dialog

In our Service Bot, we will now create a FAQs dialog which will be triggered by our FAQ meta intent.

  1. Open the menu on the left side of the page, and select Automate > KnowledgeAI to open Conversation Builder.

  2. Open the Service Bot, which at this point only includes the Escalation dialog.

  3. Add a new standard dialog (dialog type = Dialog): Click Add Dialog in the lower-left corner, and give the dialog a name of "FAQs". Click Save.

  4. Using the Assist tool, associate the dialog starter with the LP_Cross-vertical domain and the FAQ meta intent.

    As you do so, note the asterisk next to the FAQ intent, which serves to signify that it is a meta intent.

    Using Assist to associate the FAQ meta intent with the dialog starter in the FAQs dialog

    The FAQ meta intent successfully associated with the dialog starter in the FAQs dialog

    This ensures that any of the intents within the FAQ meta intent will trigger this dialog.

  5. From the New Interaction menu, select the Knowledge AI interaction to add it to the dialog.

    The menu of interactions that is displayed when you click New Interaction, with a callout to the Knowledge AI interaction

  6. In the Knowledge AI interaction, use the Select knowledge base dropdown to select the Getting Started KB.

    Adding and configuring a KnowledgeAI interaction

  7. Still in the Knowledge AI interaction, select the Settings icon and navigate to the Advanced menu.

    The Knowledge AI offers several options in how to display the article contents.

  8. For this example, select "1" for Max Number of Answers, and select "Auto render, plain" for Answer layout.

    Configuring the Advanced settings of the KnowledgeAI interaction

    This will ensure that the results are displayed in the same conversational fashion as our other interactions.

    Want to automate answers that are accurate, contextually relevant, and natural-sounding? Leverage Generative AI and our LLM-powered answer enrichment service. This powerful, cutting-edge feature isn't yet illustrated in this tutorial, but you can learn more in this article.

  9. Click Save.

  10. Test by opening the Preview tool, resetting your session, and typing in a variety of phrases to trigger the intents contained in your FAQ meta intent. If successful, you will receive different responses for each intent despite the fact that you have a single meta intent that triggers this dialog.

Using the Preview tool to prevew a conversation, triggering the intents in the FAQ meta intent

This is successful because, while the meta intent triggers the process, we are sending the user’s message to our knowledge base. Each of the articles within the knowledge base are triggered by individual standard intents. Adding additional FAQ responses simply requires nesting new intents under the FAQ meta intent and creating a corresponding Getting Started KB article. No additional dialogs will be required.

Congratulations on completing this tutorial series!