Use a KB
Learn how to put your knowledge base to work in NLX
Last updated
Learn how to put your knowledge base to work in NLX
Last updated
Knowledge base content is useful for responding to user utterances that would not be a match to an intent flow but are common questions or requests for information that you want to support.
You may choose to assign your knowledge base as the default process whenever an utterance is logged as "unknown" (i.e., unmatched to an intent), or strategically invoked in a flow when an utterance results in a "No match" on a user node.
For any user response that your conversational AI cannot understand, the input will be checked against the knowledge base assigned to the bot. Best for easy simple integrations of knowledge base content. For more advanced setup, check Option 2.
Queries that cannot be matched to an Article in your Knowledge base will trigger the bot's Fallback response.
Navigate to a bot in your workspace > Click the bot's Default behavior tab
Under Unknown behavior, toggle from Quick replies to Knowledge base
Select your knowledge base from the dropdown
Click Save
Create a new bot build and deploy through the bot's Deployment tab to experience your new knowledge base
Once your knowledge base is assigned and deployed to a bot(s), changes to your knowledge base only requires Publishing a new version of your KB to push out updates.
For strategic moments in a conversation flow(s) or for manually redirecting to a flow based on certain conditions, you may include a Knowledge base node to check for a response to an unplanned query.
You may also create a custom flow that checks for a response from one or more KBs or has a more involved process/procedure for locating and delivering an answer. This can then be assigned as a custom intent to your bot's Unknown behavior.
Navigate to an intent in the workspace > Select the intent flow
Add a Knowledge base node to the Canvas
Assign the knowledge base you constructed to the node
Link the Knowledge base node to a No match edge from a User choice or User input node
Link a Basic node from the Knowledge base node's Success edge > Enter the placeholder {"yourKBname".answer} as a bot message on the Basic node
Proceed from the Basic node to the rest of your flow
Click Save
Create a bot build with your intent and deploy to make your knowledge base live to users.