Knowledge base
From start to finish, set up and use a Knowledge base in minutes with NLX
What's a Knowledge base?
A knowledge base provides an on-demand library of information to address common questions without the need to construct individual intents and workflows to handle each customer query. These typically provide helpful responses to customer inputs (e.g., I forgot my password, what's your pet policy, etc.) and also allow for responses to basic chit-chat behavior from customers (e.g., tell me a joke, how are you, etc.).
Checklist
You'll complete the following to successfully create a knowledge base:
You may add the following to an existing voice or chat application in your workspace, if desired.
Pre-setup: Integrations
Est. time to complete: ~5 minutes
A one-time integration of a Natural Language Processing (NLP) engine must be completed in your workspace:
Step 1: Set up a Knowledge base
Est. time to complete: ~5 minutes
Please contact your customer success representative to enable this feature in your workspace, if currently unavailable.
Select Resources from workspace menu > Choose Knowledge bases
Select New knowledge base > Enter a descriptive name > Select Save
Ensure Type is toggled to Articles > Select + Add article
Enter both a question then an answer (similar to FAQ structure)
Repeat adding articles, as needed
Click Save
Select Publish tab of your knowledge base > Choose Create your first deployment
Click Publish knowledge base
🧠 Looking for more? See Create a Knowledge base
Step 2: Set up application
Est. time to complete: ~3 minutes
Now you'll create the conversational AI application users will interface with. This step involves attaching all intent workflows you want your application to access, defining flows to handle certain behaviors, and setting up the channel your application supports.
From Applications in your workspace menu, select an existing application in your workspace or create a new one
Click Intents tab of application > Select + Add intents > Attach any intents you've created to make available to your application
Select Default behaviors tab of application > Under Unknown section, toggle to Knowledge base > Ensure your knowledge base created in Step 1 is selected
Select Channels tab of application > Create one or more communication channels your application will support
Click Save
Step 3: Build & deploy
Est. time to complete: ~5 minutes
A build constructs the array of workflows that make up your application and updates any changes made to your flows, while deploying makes a successful build live:
Click Deployment tab of application > Select Create or Review & build
Wait for validation to complete > Select Create build*
When satisfied with a successful build, click Deploy
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