Knowledge management
Last updated
Last updated
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This part of the technical documentation will help you to understand the way you can manage your knowledge base as well as the various tools to your disposition.
The bot understands the users' sentences thanks to calculation of distances between sentences. The calculation is based on a unique mix of public domain algorithms.
Your knowledge base contains all the questions that the bot understands and the associated answers. The changes made to the knowledge base are immediately accessible in production, this ensures a high reactivity.
But it is possible to set up validation processes to check content before publishing by managing user rights.
On this part of the screen, you will find your knowledge windows (user sentences and answers). It is through these windows that you can modify your knowledge (content, options, etc.).
Note that you also have access to a toolbar:
Tags: this option allows you to assign or modify the tag of the current knowledge;
Status: allows you to change the status of your knowledge;
Analytics: this option allows you to view knowledge analytics or enable the ignore analytics parameter;
Bounce conditions: the 
button allows you to add bounce conditions;
See knowledge map: the 
button gives you access to the knowledge map by focusing on current knowledge;
Enable fullscreen: the 
button allows you to display the knowledge in full screen;
Close knowledge: the 
button allows you to close the knowledge and show the knowledge list.
The bot's knowledge are listed in this view. Several groupings of knowledge are available through the tabs:
Tags allow to organize knowledge according to the topics addressed in the question. They are also used to get information about the categories of issues most commonly addressed by users during a dialog. Go to tags management for more information.
Types of status
Knowledge can follow a validation workflow before being published and available via the bot. This view allows you to quickly find knowledge according to their status.
A knowledge can have the following status:
Disabled: knowledge is completely ignored. This knowledge cannot be suggested in the rewords and is misunderstood by the test bot. A knowledge with this status triggers the misunderstanding sentence from the bot.
Draft: the knowledge is awaiting writing and the bot will say that it understands the question but does not have the answer yet. The knowledge is understood by the test bot.
To validate: the knowledge is pending validation and the bot will suggest that it has understood the question but does not have the answer yet. The knowledge is understood by the test bot.
Validated: the knowledge is validated and is awaiting publication. The bot will suggest that it has understood the question but does not have the answer yet. The knowledge is understood by the test bot.
Invalid: the knowledge has been checked by a validation instance which has determined that the content needs to be reviewed. The bot will suggest that it understands the question but that does not have the answer yet. The knowledge is understood by the test bot.
Published: knowledge can be used by the bot to respond to users.
Multiple: knowledge accumulates several status (for example: one knowledge published and another one to validate)
Special case: status Published (modified)
When an editor (with no publishing rights) updates a Published knowledge, the status of the knowledge is now Published (edited). Thus, until an administrator (or user with publishing rights) publishes it, the knowledge call will display the old answer.
For more information on user rights, please see this page.
Impacts of knowledge status on test bots
The behavior of your bot may differ depending on the status and the dialog box (test bot in BMS, sample debug, integrated chatbot) on which you perform your tests. Here is the detail of these behaviors:
Test bot in BMS
Interactions with the test bot are not counted in analytics.
Dialogs are returned to testing (Configuration Interface).
If there is a direct match, knowledge is triggered regardless of status (even with Disabled status).
All status (except the Disabled status) allow you to suggest reword knowledge unless Display only published rewords is enabled in preferences (Preferences > Bot > General). If these suggestions are clicked, the bot will answer that it understands the question but does not have the answer yet (except Published status which will trigger the knowledge). This sentence can be configured in the global sentences.
Sample debug (if qualification mode is enabled)
Interactions with the sample debug are not counted in the analytics.
Dialogs are returned to test (Qualification).
If there is a direct match:
Validated, Published Status: Knowledge is triggered;
To validate, Draft, Invalid Status: The knowledge is not triggered - the bot will answer that it has understood the question but does not have the answer yet;
Disabled Status: Knowledge is not triggered - the bot responds that it did not understand the question.
All status (except the Disabled status) allow you to suggest reword knowledge unless Display only published rewords is enabled in preferences (Preferences > Bot > General). If these suggestions are clicked, the bot will answer that it understands the question but does not have the answer yet (except Published status which will trigger the knowledge). This sentence can be configured in the global sentences.
Chatbot integrated in a website (qualification mode is unabled)
Interactions with the embedded chatbot are counted in statistics (except knowledge with Disabled status).
dialogs are returned to production.
If there is a live match, only knowledge with Published status is triggered.
All status (except the Disabled status) allow you to suggest reword knowledge unless Display only published rewords is enabled in preferences (Preferences > Bot > General). If these suggestions are clicked, the bot will answer that it understands the question but does not have the answer yet (except Published status which will trigger the knowledge). This sentence can be configured in the global sentences.
To publish or unpublish knowledge in bulk, go to Content > Knowledge click on the status tab. Then click on ... to display the dropdown menu. On this menu, you can choose the following status:
published
validated
to validate
invalid
draft
disabled
The integrity of the knowledge base is analyzed regularly to check the availability of links, the length of responses, the validity of rewords, etc.
We have three levels of alerts: information, warning, error. The knowledge whose alert is error must be corrected in priority, this is the reason why their number appears in overprint of the Alerts tab.
You can directly configure your alert parameters
For more information on alerts, please see the qualities alerts page.
All the bot's knowledge with one or more comments are in this list, clicking on a tag allows to display the list of matching knowledge, clicking on the line then shows the knowledge in the center of the page. Get more information on this page.
Search allows you to quickly find a knowledge item. Words typed into the field are searched for both questions and answers.
The search displays the result in order of relevance. This is how it works in practical terms:
Search in conditions via the matching engine (score) to help determine the order of relevance;
Search Knowledge Labels (text content);
Search the answers (text content).
This feature allow you to Replace a word, an expression, a formulation group by an another in main question, wordings/formulaiton, answer (including side panel and answer template) no matter the status. To start a replacement Click on the Replace button after entering the terms as illustrated by the arrow on the image below:
Example for a replacement "humain" by "robot":
Once you have clicked on "overview before replacement", a modal will be displayed. In this modal you can see the replacement types. For better visibility you can open or close all the replacements with the buttons at the top right, or select all replacements at the top right.After extending the sentence you can see the location of the replacement, as in the example below:
After checking and/or selecting the changes, a final modal window will be provided for your approval.
You can create either a new knowledge or a new tag. New knowledge types are: Answer to a question, Complementary answer, Predefined answer, Slot, ... The created knowledge will be added to Knowledge without tag. It will be possible to assign a tag later.
The test dialog box is intended to test the bot configuration. It also lets you edit it. Open it by clicking Test.
Test dialogs let you save typical dialogs that you can replay whenever you want to ensure the good working of dialogs and avoid regressions.
Note that you can also modify the variables from the Debug function (symbolized by the 
icon) of the bot and thus repeat immediately the test dialogs.
All information on the test dialog box is available on this page.
You can filter your knowledge base according to their Tag, Status, Quality Alert, or Comments left on knowledge.
The filtered knowledge will be shown in a list with the number of each category.
Note: when using the status filter, the sum of the knowledge may differ from the actuel number of the knowledge you have in the bot. For instance, if you use decision tree knowlege in which children knowledge have different status, then statut of both the parent knowlege and the children's one will be counted.
