Add knowledge to your bot flow

Prerequisites
  • Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3 license
  • The following permissions added to any user role:
    • Architect > UI > View
    • Architect > Flow > Add, View, Edit, Delete
    • Language Understanding > All
    • Knowledge > All
    • Analytics > Knowledge Aggregate > All

You can add knowledge to your Genesys Dialog Engine Bot Flow 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 use an existing knowledge base with a bot flow in Architect. You can also open the knowledge workbench from Architect and then create and build a new knowledge base. Within your Genesys Dialog Engine Bot Flow, you can configure your bot to use knowledge by using the “Ask for Intent” action. Knowledge can be used on its own or with intents.

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 queries by agents and customers. Genesys Dialog Engine Bot Flows supports English knowledge bases only. For more information, see About knowledge workbench.

The Knowledge section appears in the Natural Language Understanding menu:

Natural Language Understanding menu - Knowledge

When you select a knowledge base, the system displays information and configuration options.

GDEBF Knowledge view

Field Description
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 FAQs in the knowledge base
  • The date that the knowledge base was created
  • The date that the knowledge base was last updated
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
Confirmation and Disambiguation

For each available option, you can enter an expression or create one with the Communication Sequence Builder:

  • Single answer introduction: The wording that the bot uses before returning a single knowledge answer. For example, “I found the following information.”
  • 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.
  • 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 attempt to choose a number was unsuccessful.
  • 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.
  • Knowledge confirmation: The setting to enable or disable the knowledge confirmation response after the system presents an answer. The default setting is “true.”
  • Knowledge confirmation response: The wording that the bot uses after it provides a single Knowledge answer; for example, “Did this answer your question?”[fix-hidden]
Response Bias

Controls the knowledge answer or the intent that the bot is more likely to suggest in response to a participant’s input. The allowable values are:

  • Neutral (default setting): The bot uses an equal weight between intents and knowledge paths.
  • Intents. If an overlap occurs, the bot favors the intent path.
  • Knowledge. If an overlap occurs, the bot favors the knowledge path.[/fix-hidden]

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 in a new tab, and then add your knowledge base.
    • To use an existing knowledge base, select it from the list.
  4. Under Maximum Number of Answers Returned, enter the maximum number of answers given for the caller’s question, if multiple possible matches exist. 
  5. Under Confirmation and Disambiguation, click the appropriate statement button and then configure the wording that the bot uses in specific points throughout the conversation.
    Note: You can enter an expression or use the Communication Sequence Builder.
    1. Single answer introduction: Click the output value button and create the response. The default setting is No Value.
    2. Multiple answers introduction: Click the [fix-hidden]Icon included[/fix-hidden] statement button and create the response.
    3. Multiple answers retry: Click the [fix-hidden]Icon included[/fix-hidden] statement button and create the response.
    4. Reject all answers: Click the [fix-hidden]Icon included[/fix-hidden] statement button and create the response.
    5. Knowledge confirmation: Click the [fix-hidden]Icon included[/fix-hidden] statement button and create the response.
    6. Knowledge confirmation response: Click the [fix-hidden]Icon included[/fix-hidden] statement button and create the response.
  6. Continue to build your bot flow according to your organization’s specifications. 
    Note: Knowledge appears under the Ask for Intent action paths.