We’re excited to introduce our Knowledge Base Suggestions feature, designed to make managing your knowledge base effortless and efficient.
For contact centres, real-world customer interactions are a key mechanism for improving the quality of responses over time. As such, customer conversations are the best way to help you identify gaps in your knowledge base.
This new feature automatically identifies and suggests new content based on real user interactions, ensuring your knowledge base stays up-to-date with minimal manual effort.
Improve the usefulness of your chatbot over time
We often get asked, “Does the chatbot learn?”.
A chatbot responds by using a Large Language Model (LLM) to find answers in a knowledge base. If the knowledge base is excellent, so will the LLM’s answers to customers questions, and vice versa for poor-quality knowledge bases.
The way we encourage you to think of this is not that the chatbot is “learning”, but instead that you improve the knowledge base that the chatbot reads from.
Instead, the question should be, “How do I improve my knowledge base?”.
And that’s exactly what this feature does.
How It Works:
- Surface New Suggestions: The system does all of the manual steps of finding unanswered questions, surfacing draft responses, in a single place.
- Edit and Approve Suggestions: To keep your knowledge base accurate, a human supervisor makes final edits and approves new additions.
Key Features:
- Automated Content Suggestions: Say goodbye to tedious manual investigations. Our system analyses user interaction patterns and generates relevant knowledge base suggestions automatically.
- Intuitive Management Interface: Easily review, edit, and manage suggested content through a user-friendly interface, giving you complete control over your knowledge base updates.
- Powered by AI: Leveraging the latest LLM technology to surface accurate and relevant content suggestions.
- Daily Automation: The system scans for frequent failed lookups to keep your knowledge base fresh, every day.
Benefits:
- Time Savings: Drastically reduce the manual effort needed to identify and add new knowledge base entries.
- Enhanced Accuracy: Continuously update your knowledge base with insights derived from real user interactions, ensuring it remains comprehensive and effective.
- Seamless Integration: Available across all subscription tiers without additional licensing – just enjoy the benefits while it uses your AI fair use tokens.
Getting started
Need help getting started with AI Knowledge Base Suggestions?
Speak with your account manager now for more info.
