Knowledge Bases in Conversation AI

Multiple Knowledge Bases allow you to create and manage distinct knowledge bases for each Conversation AI bot. This provides the flexibility to tailor the knowledge sources for each bot, enhancing their ability to respond accurately to various use cases. Instead of having all bots share a single knowledge base, you can assign different knowledge bases to different bots, ensuring they serve unique needs.

This guide will walk you through the process of creating and managing multiple knowledge bases for your bots, making it easier to tailor each bot’s responses and behavior.

What’s New?

Previously, all your bots shared the same knowledge base. With this, you can create separate knowledge bases for each bot. Here’s how it works:

• You can assign Knowledge Base A and B to one bot (e.g., Jane) and Knowledge Base C to another bot (e.g., Parker). This means each bot can be trained on a specific set of information, allowing them to serve different clients or use cases independently.

How It Works: Step-by-Step Guide

1. Access the Knowledge Base Section

• To get started, open the left navigation panel, then go to “Settings”.
• Find and click on the “Knowledge Base” menu item. This is your central hub for creating and managing all knowledge bases.

2. Create a New Knowledge Base

• Click the “Create Knowledge Base” button.
• Enter a name for the new knowledge base (e.g., Knowledge Base A).
• Click “Save & Continue” to move forward. You can create up to 15 knowledge bases.

3. Add Training Data

• After creating the knowledge base, you’ll need to add training data.
• You can add data via URLs and FAQs.

4. Attach Knowledge Bases to a Bot

• Navigate to your Conversation AI Bot training section.
• In the training settings, use the Knowledge Base dropdown to select up to 7 knowledge bases for the bot.

• This way, each bot can be trained on different knowledge bases, allowing tailored responses based on the knowledge it has been assigned.

5. View and Manage Assigned Knowledge Bases

• Once a knowledge base is assigned, it will appear as a tab in the bot training interface.
• You can easily view and manage all the knowledge bases attached to a bot.
• If you want to create a new knowledge base while working in the bot view, simply click “Create New”.

Why It Matters

The introduction of multiple knowledge bases enables more flexible and effective bot management. With separate knowledge bases for each bot, you can:

• Tailor responses more precisely for different use cases.
• Maintain clear, organized knowledge sources for each bot.
• Improve data accuracy and efficiency, especially if you manage multiple bots serving various functions.

By separating the knowledge per bot, your AI bots will have a more focused and relevant understanding of the information needed to perform their tasks effectively.

Limitations

• You cannot delete the default knowledge base used by workflow bots.
• Currently, file uploads for training data are not supported.

FAQ

Question: How many knowledge bases can I create? Answer: You can create up to 15 knowledge bases.

Question: Can I assign a single knowledge base to multiple bots? Answer: Yes, a single knowledge base can be assigned to multiple bots, but each bot can be trained on up to 7 knowledge bases at a time.

Question: Can I delete an existing knowledge base? Answer: You cannot delete the default knowledge base used by workflow bots, but other knowledge bases can be managed as needed.

Question: How can I add training data to a knowledge base? Answer: You can add training data via URLs and FAQs.

Question: How do I manage the knowledge bases assigned to a bot? Answer: Assigned knowledge bases appear as tabs in the bot training section, and you can easily update or add new ones through the knowledge base dropdown.

Question: What’s the best way to organize training data? Answer: Keep each knowledge base focused on a specific topic or domain (e.g. product guides, onboarding) to ensure your bot provides more relevant responses.

Question: What happens if I reach the maximum limit of 15 knowledge bases? **Answer: If you reach the limit, you’ll need to remove an unused knowledge base before creating a new one. The default knowledge base cannot be deleted.

Question: Can I use this to build bots for different languages?
Answer: Yes. You can create a “Spanish Knowledge Base” and a “French Knowledge Base.” By assigning the Spanish base to one bot and the French to another, you ensure each bot stays within its specific language and cultural context.

Question: Is there a limit to how many URLs or FAQs I can add to a single Knowledge Base? Answer: While there is no hard limit on the number of items, each Knowledge Base is subject to an overall character/token limit based on your current AI plan.

Question: How many different knowledge bases can I assign to a single Conversation AI bot at one time? Answer: You can assign and select up to 7 knowledge bases for a single bot using the dropdown menu in the training settings. This allows the bot to pull information from multiple specific sources simultaneously to provide more comprehensive responses.