Overview
The knowledge base is the backbone of your assistant’s configuration. It organizes topics and interactions that guide responses to user queries. Each topic typically represents a single FAQ or use case and contains three key parts:
- Topic name: A concise, descriptive title summarizing the topic.
- Content: The main information, including sample queries and model answers.
- Actions: Follow-up workflows triggered by the topic, like sending SMS messages or handing off to a live agent.
A well-structured knowledge base ensures your assistant retrieves accurate information, performs tasks reliably, and delivers a consistent user experience.
Key components of a topic
Topic name
- Clarity and precision: Use clear, descriptive titles such as “Opening Hours” or “Refund Policy” that reflect the topic’s content.
- Analytics impact: Topic names influence search accuracy, dashboard analytics, and reporting.
- Best practice: Avoid generic or overly broad names that can lead to misretrieval.
Content section
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Core information: Add concise, actionable content that directly addresses user questions. Write in the tone you expect the assistant to use.
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Example queries: Include 2–3 sample questions to improve retrieval accuracy.
- Example for “Refund Policy”:
- “How can I get a refund?”
- “What is your return policy?”
- Example for “Refund Policy”:
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Organize large topics: Break down complex topics into logical, smaller sections to ensure clarity and precision.
Actions section
The Actions section allows the assistant to perform workflows beyond delivering answers.
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Common actions:
- Sending SMS messages.
- Triggering a handoff to a live agent.
- Invoking custom functions (e.g., fetching live data).
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Structured instructions: Clearly define what should happen when a topic is triggered.
- Example:
"If the user asks for emergency assistance, trigger a handoff to a live agent in the support queue."
- Example:
Learn more: How to configure Actions
Best practices for building a knowledge base
Write clear, actionable content
- Use direct language that is easy for users to understand.
- Keep content concise and avoid ambiguity.
Add examples to guide retrieval
- Include 2–10 sample user queries per topic.
- Use these examples to clarify the scope of the topic for the assistant.
Example for “Payment Issues”:
- User query: “Why is my card not working?”
- Model answer: “Please check if your card details are correct or try using another card.”
Simplify and structure topics
- Group related questions under a single topic if they share similar contexts (e.g., “Store Information” can include Store Hours and Store Locations).
- Avoid overloading topics with unrelated information.
Plan for risky or critical scenarios
- Identify high-risk situations (e.g., refunds, emergencies, escalations) and create clear KB topics or rules to handle them.
- Add specific instructions or actions to ensure these scenarios are managed effectively.
Example:
- Topic: Refund Requests
- Action: “Trigger handoff to the billing team for refund-related queries.”
Define and test actions
- Use the Actions field to link workflows like SMS notifications, function calls, or handoffs.
- Test actions thoroughly to ensure they behave as expected in real scenarios.
Notes on global rules
- Consistency: Use global rules to set tone, style, and boundaries for assistant behavior across all topics.
- Examples in rules: Include sample responses to guide the assistant’s tone and length.
Example:
- Rule: “Respond in a professional tone and limit responses to two sentences.”
Iterate and improve
- Continuously test and refine your knowledge base based on real conversations. Monitor performance to identify gaps or improve clarity.
- Update example queries and responses as needed to ensure the assistant aligns with user expectations.
By following these best practices, you’ll create a knowledge base that improves retrieval accuracy, enhances user interactions, and ensures reliable assistant performance.