Feature coming soon: Knowledge follow-up tasks
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

    You can 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 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.

    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. For more information, see About knowledge workbench. The Knowledge section appears in the Natural Language Understanding menu.

    Confirmation and disambiguation: Control over the knowledge path

    In cases of confirmation and disambiguation, you can control the customer experience by customizing the knowledge behavior. You can choose between a statement or task for next steps. A statement provides wording to prompt the participant about what to do next, based on their last communication. 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.  

    Confirmation and Disambiguation statement

    Use a confirmation or disambiguation 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?”

    Click the image to enlarge.

    Confirmation and Disambiguation Statement

    Confirmation and Disambiguation task

    Use a confirmation and disambiguation task to guide the participant to their desired next steps. For example, a new location, a digital menu, or another flow. 

    Click the image to enlarge.

    Confirmation and Disambiguation Task

    Knowledge information and configuration options

    When you select a knowledge base, the system displays information and configuration options. To learn more, click this section.

    GDEBF 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
    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
    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.
    Confirmation and Disambiguation

    Knowledge Follow-up: Select either Statement or Task.

    • If you choose Statement, then in the Follow-up Statement box, enter the wording that you want the bot to use as a follow-up question.
    • If you choose 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. 

    Single answer introduction: The wording that the bot uses before returning a single knowledge answer. For example, “I found the following information.” Enter an expression or create one with the Communication Sequence Builder.

    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. Enter an expression or create one with the Communication Sequence Builder.

    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. Enter an expression or create one with the Communication Sequence Builder.
    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. Enter an expression or create one with the Communication Sequence Builder.
    Knowledge confirmation: The setting to enable or disable the knowledge confirmation response after the system presents an answer. The default setting is “true.” Enter an expression or create one with the Communication Sequence Builder.
    Knowledge confirmation response: The wording that the bot uses after it provides a single Knowledge answer; for example, “Did this answer your question?” Enter an expression or create one with the Communication Sequence Builder.

    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, configure the behavior for the bot to use when it confirms or disambiguates between multiple articles. 
      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. 
      4. Under Single answer introduction, click the output value button and create the response. The default setting is No Value.
      5. Under Multiple answers introduction, click statement and create the response.
      6. Under Multiple answers retry, click  statement and create the response.
      7. Under Reject all answers, click  statement and create the response.
      8. Under Knowledge confirmation, click  statement 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.