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

Last updated