Add knowledge to your bot flow

Prerequisites
  • Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license
  • Architect > UI > View permission
  • Architect > Flow > Add, View, Edit, Delete permissions
  • Language Understanding > All permission
  • Knowledge > All permission
  • Analytics > Knowledge Aggregate > All permission

    Add knowledge to your bot flows or digital bot flows to create FAQ-style bots. To add knowledge, create a knowledge base in the knowledge workbench and then link it to your bot flow. You can also use an existing knowledge base with a bot flow in Architect or open the knowledge workbench from Architect and then create and build a new knowledge base.

    The knowledge workbench allows a knowledge author to create and manage knowledge documents, train the search algorithms, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge documents that respond to questions by agents and customers. For more information, see About knowledge workbench V2. Find the Knowledge section from Architect’s Natural Language Understanding menu.

    Note: For more information about how to control the knowledge end-to-end in your bot flow, see Control knowledge end-to-end in your bot flow.
    NLU Knowledge

    Knowledge view

    The Knowledge view contains this information:

    • Overview of the knowledge base.
    • General tab: Set the response type that the bot favors (intents, neutral, or knowledge). 
    • Answer tab: Determine how the bot presents a knowledge answer.
    • Disambiguation tab: Select how to resolve ambiguity for surfaced answers.
    • Feedback tab: Choose how the bot responds to the participant after the bot presents the answer.
    • Follow-up tab: Choose the action that the bot takes after the bot answers the participant’s question.

    Knowledge base overview

    When you select a knowledge base, the system displays information about it. After you select a knowledge base, you can enable Ask for Intent actions. You can only select published knowledge bases that you configure with the flow’s supported language.

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    Architect Knowledge Knowledge view

    Field Description
    Default Knowledge Base The name and language of the current knowledge base.
    Details section

    This section includes:

    • The name and language of the knowledge base
    • If configured, the knowledge base description
    • The number of articles in the knowledge base
    • The date that the knowledge base was created
    • The date that the knowledge base was last updated

    General tab

    Control the intent type that the bot is more likely to suggest in response to a participant’s input during response bias.

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    Architect Knowledge General tab view

    Field Description
    Response Bias 
    • Intents – If an overlap happens, the bot favors the intent path.
    • Neutral (default setting) – The bot uses an equal weight between intents and knowledge paths.
    • Knowledge – If an overlap happens, the bot favors the knowledge path.

    Answer tab

    Choose how the bot presents the knowledge answer. For example, “I think this is what you’re looking for.” or “I found this information for you.” Add a word or phrase that the bot uses before it presents the surfaced answer to the participant.

    Virtual Agent and answer highlight

    If you upgrade your digital bot flow to add Virtual Agent functionality, you can use the large language model (LLM) to help your customers reach the correct answer within an article quickly and with higher accuracy. In Virtual Agent, when a customer asks a question, your bot matches the question to an article and also displays the highlighted answer natively so that the customer does not need to search through or read the entire article. For more information, see About Genesys Virtual Agent.

    Notes:
    • Answer highlight is useful if you have a well-structured, defined knowledge base.
    • This feature is only available for digital bot flows.

    Click the image to enlarge.

    Answer tab with Virtual Agent

    Field Description
    Single answer introduction The wording that the bot uses before returning a single knowledge answer. For example, “I found the following information.” To add a word or phrase to introduce a single answer to the participant, follow these steps:
    1. Click Expression Mode .
    2. To build an answer, select one of these options:
    3. Click Save.
    Content Type: Select from Standard or Highlight.

    Standard: Select this option if you want to present the full article that best matches the customer query.

    Highlight: Select this option if you want to match the question to an article and display the highlighted answer within the article. 

    1. Full Article Label. Enter the label that enables the user clicks to view the full article and not just the highlighted answer. Conversely, you can perform these steps to build an expression for the label:
      1. Click Expression Mode .
      2. To build an answer, select one of these options:
      3. Click Save.
    2. Flow Progression Label. Enter the label that the user clicks to continue to progress through the bot flow. Conversely, you can perform these steps to build an expression for the label:
      1. Click Expression Mode .
      2. To build an answer, select one of these options:
      3. Click Save.

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    Architect Knowledge Answer tab view

    Field Description
    Single answer introduction The wording that the bot uses before returning a single knowledge answer. For example, “I found the following information.” To add a word or phrase to introduce a single answer to the participant, follow these steps:
    1. Click Expression Mode .
    2. To build an answer, select one of these options:
    3. Click Save.

    Disambiguation tab

    Use this tab to determine how the bot resolves uncertainty about the knowledge that it surfaces. For example, the bot can ask the participant for clarification, repeat the available options, or give the participant the option to reject all options that the bot presents.

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    Architect Knowledge Disambiguation tab view

    Field Description
    Maximum Number of Answers Returned

    The maximum number of answers given for the caller’s question, when multiple possible matches exist. 

    • Default: 3
    • Minimum value: 1
    • Maximum value: 20
    Multiple answers introduction

    The wording that the bot uses to introduce a numbered list of matching knowledge answers. Use this option for cases when multiple potential matches exist. To add an answer for multiple answers, follow these steps:

    1. Click Expression Mode .
    2. To build an answer, select one of these options:
    3. Click Save.
    Reject all answers The wording that the bot uses as the final option when it displays multiple answers; for example, “None of these.” When you choose this option, the system rejects all other proposed answers. To add an answer that enables the participant to reject all proposed answers, follow these steps:
    1. Click Expression Mode .
    2. To build an answer, select one of these options:
    3. Click Save.
    Multiple answers retry The wording that the bot uses to reintroduce a numbered list of matching knowledge answers. Use this option for cases when the user’s first try to choose a number was unsuccessful. To add an answer for when the participant’s first attempt to choose an option is not successful, follow these steps:
    1. Click Expression Mode .
    2. To build an answer, select one of these options:
    3. Click Save.

    Feedback tab

    Select whether to use a knowledge confirmation response after the bot presents an answer to the participant. Then, when applicable, add the wording that the bot must use. For example, “Did I answer your question?” If you enable Virtual Agent, then the Feedback tab is available for Standard and Answer Highlight.

    Click the image to enlarge. Feedback tab with Virtual Agent

    Click the image to enlarge. Architect Knowledge Feedback tab view

    Field Description
    Knowledge confirmation Enable or disable the knowledge confirmation response after the system presents an answer. The default setting is “true.” 
    Knowledge confirmation response When you enable knowledge confirmation, this section enables you to enter the wording that the bot uses after it provides a single knowledge answer. To add a confirmation request that the bot asks the participant with a single knowledge answer, follow these steps:
    1. Click Expression Mode .
    2. To build an answer, select one of these options:
    3. Click Save.

    Follow-up tab

    When you want the bot to follow up with the participant, you can control the customer experience by customizing the knowledge behavior. You can choose between a statement or task for the next steps. A statement gives wording to prompt the participant about what to do next, based on their last communication. For example, “How can I help you further?” or “What would you like to do next?” A task includes logic that can direct the customer to a new location, a digital menu, and other “next steps” to guide them to the proper path. This behavior enables you to take control of the conversation and how the customer moves through the bot flow.  

    Follow-up statement

    Use a follow-up statement to prompt the caller for what to do next. For example, “How can I help you further?” or “What would you like to do next?”

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    Architect Knowledge Follow-up statement

    Follow-up task

    Use a follow-up task to guide the participant to their preferred next steps. For example, a new location, a digital menu, or another flow. 

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    Architect Knowledge Follow-up task

    Field Description
    Knowledge Follow-up

    Select either Statement or Task. The next options that appear depend on the option that you select here.
    Follow-up Statement

    Enter the wording that you want the bot to use as a follow-up question.
    Follow-up Task

    Perform one of these steps:

    • Click the task list and select an existing task.
    • Click Go to Task  to open the task and review or edit it.
    • Click Create New Task to create a new task and, after you add a name, click Create New Task. To open the task and configure it, expand Reusable Tasks and click the new task. 

    Use a knowledge base in a bot flow

    To use a knowledge base in a bot flow, follow these steps:

    1. Create a bot flow or open an existing one. The Bot Flow page opens.
    2. Under Natural Language Understanding, click Knowledge.
    3. Under Knowledge Base, create a new knowledge base or select an existing one:
      • To create a new knowledge base, click the open button to open the knowledge workbench V2 in a new tab, and then add your knowledge base.
      • To use an existing knowledge base, select it from the list.
    4. On the General tab, in the Response Bias section, select the type of interpretation that you want the bot to most likely suggest in response to the participant’s input:
      • Intents
      • Neutral
      • Knowledge
    5. Click the Answer tab and under Single answer introduction, click the  output value button and create the response. The default setting is No Value.
    6. Click the Disambiguation tab and choose how the bot resolves uncertainty with the answers it finds for the participant:
      1. For Maximum Number of Answers Returned, enter the maximum number of answers given for the caller’s question, if multiple possible matches exist. 
      2. For Multiple answers introduction, click statement and create the response.
      3. For Reject all answers, click  statement and create the response.
      4. For Multiple answers retry, click  statement and create the response.
    7. Click the Feedback tab and select feedback configuration for knowledge answers or NLU intents:
      1. Under Knowledge confirmation, click  statement and create the response.
    8. Click the Follow-up tab and choose how to guide the participant to the next step. 
      1. Under Knowledge Follow-up, to determine how the bot responds after the participant receives a knowledge answer, select either Statement or Task.
      2. If you choose to follow up with a statement, then in the Follow-up Statement box, configure the wording that the bot uses to reply to the participant.
        Note: You can enter an expression or use the Communication Sequence Builder.
      3. If you choose to follow up with a task, then in the Follow-up Task box, do one of these steps:
        1. Click the task list and select an existing task.
        2. Click Go to Task  to open the task and review or edit it.
        3. Click Create New Task to create a new task and, after you add a name, click Create New Task. To open the task and configure it, expand Reusable Tasks and click the new task. 
    9. Continue to build your bot flow according to your organization’s specifications.
      Note: Knowledge appears under the Ask for Intent action paths.