Knowledge Bases are powerful tools that enable you to store and manage information, providing valuable insights and assistance to both agents and customers alike.
In this document, we'll walk you through the steps to create a KB, enable AI capabilities, utilize LLM search, and integrate with Conversation Assist for enhanced customer support.
Create a CB Bot with KIA
Log in to Conversational Builder.
Click Automate > KnowledgeAI. The Knowledge AI page appears.
Click Let's go. The Add knowledge base window appears.
Provide the required information:
- Knowledge base name: Provide the name of your knowledge base.
- Domain: Provide the name of the domain for your knowledge base.
- Language: Provide the language used for the knowledge base.
- Content source: Select from the dropdown menu, CSV, Google Sheet, Web Pages or PDF as the source for KB creation.
Add the source and click Save. The source is uploaded.
Click Knowledge base > Articles from the top menu. The articles page appears.
In Answer Tester on the right, you have the capability to swiftly locate answers by simply entering any search phrase, seamlessly aligning with your specified match thresholds.
Enable Conversation Assist for KB
Click the hamburger menu on Conversational Cloud.
Click Automate > Conversation Assist. The Conversation Assist page appears.
Click Get started. The Recommendation Sources page appears.
Click refresh option to synchronise knowledge base data with conversations assist data, and your knowledge base will appear in the top of list.
Click the pen icon to edit the recommendation source. The manage recommendation source appears.
Select the engagement skill you will utilize to receive Conversation Assist recommendations, then toggle the status to on. Finally, save your changes by clicking Save.
The last step is to click Settings > Clear Cache.
Create a Bot with KB
Log in to your Conversational Cloud account and navigate to Automate > Conversation Builder.
The Conversation Builder appears.
Click New Bot. The Choose a Bot Template window appears.
Select Custom > Custom Bot. The Bot details page appears.
Provide the following information:
1. Name: Input the name for your bot into the field.
2. Description: Input information describing your bot.
3. Channel Type: Select the messaging option.
4. Small Talk: Select to turn on/off the small talk option.
Small Talk provides a human-like experience by providing chitchat, pleasantries, and other trivial conversation. For more information about Small Talk see, here.
5. Bot Language: Select the language you require the bot to use from the dropdown menu.
6. Bot Group: Select a bot group if required, from the dropdown menu.
Bot Group is a collection of bots that can be grouped together for easier management and organization on the Bots dashboard. For more information on Bot Groups see, here.
Once done click Create Bot. The Bot Dialog page appears.
Click Knowledge AI. The interaction appears.
Click Settings option on the interaction. The Interaction settings window appears.
Click Advanced > Select Auto render, plain under Answer Layout. Click Save.
The bot is saved with a knowledge base.
By following the steps outlined in this guide, you're well on your way to harnessing the full potential of Knowledge Bases within the LivePerson platform. From creating and managing KBs to leveraging AI-driven search capabilities and integrating with Conversation Assist, you have the tools to enhance customer experiences and streamline support processes.
