Overview

Knowledge base stores your organization’s content in optimal settings that enables time saving and accurate presentation of information, as well as raw information learned by AI to answer customer’s inquiries.   

Key Considerations:

1. Agents use predefined replies to answer inquiries from their customers quickly and easily. The agent clicks the Knowledge Base icon in the inbox, selects the desired item, and inserts it into the inbox. 
2. Predefined replies can be used in the Flow builder Say step, where the chosen item is displayed to the customer when selected.  
3. The predefined replies can be used by our AI autonomous agent to help agents formulate their answers to customers based on the specific item.  
4. Predefined replies can be tagged with Topics Tags – a powerful tool that can help categories and filter the items as well as associate between them.  
5. When creating Predefined replies, you can add relevant Implementable Services that will connect the customers with certain functionality via a link the agent will send

This guide covers the usage of Knowledge Base items, managing team-specific access to predefined replies, suggesting new predefined replies by agents, managing the Knowledge Base, and creating predefined replies for the AI autonomous agent.

Predefined Replies 

Predefined replies are designed to save time and effort for agents by providing information for common customer queries. You can create predefined replies in the Knowledge Base accessed from the Settings page or the new Automation Hub.

Assign and manage predefined replies to a team at the Organization settings. To learn more about how the Teams assets operate, click on Understanding Teams Assets.

Using Predefined Replies

During a conversation, an agent can respond to common customer inquiries by using a predefined reply.

Click the Knowledge Base icon at the bottom of the reply box to open the Knowledge Base items tree diagram.

1. Click the Knowledge Base icon at the bottom of the reply box to open the Knowledge Base items tree diagram.

2. Select the appropriate item and click Insert to add the item to the reply box.

3. Edit it as needed and send it to the customer.        

Using Predefined Replies in the Flow Builder

You can add a knowledge base item as part of the automation flow by adding it to the Say step.

At the relevant flow, open a Say step, select the Knowledge Base Item option, and click on the desired item from the menu. The content will be displayed “as is” so you should edit it appropriately. 

Using Predefined Replies with AI 

Clients with active AI accounts can upload PDFs or create references to the web that will be learned by our Autonomous Agent to provide content for agents and customers.   

Once learned, an agent with appropriate permissions can ask the AI to answer the customer’s inquiry based on the information learned.   

Uploaded PDF and website URLs can also be used by AI bots to answer customer inquiries. 

Clients with active AI accounts can click the Settings icon at the relevant flow, and at the AI Settings tab enable the AI-Powered Automation.  Once enabled, the AI answers the customer’s questions based on the items learned. See AI Performance for more information. 

Note: Additional costs may apply

Managing Predefined Replies

There are three types of knowledge base items: 

• Predefined items – Information uploaded to the platform that can be used by the agent to select and insert into the reply box and/or as data used by the AI Agent to answer customer’s inquiries. 
• AI PDF – An uploaded PDF learned by the AI Agent to respond to customer inquired when referred to by the agent, or directly in the bot.   
• AI URL – An uploaded web URL learned by the AI Agent to respond to customer inquired when referred to by the agent, or directly in the bot.   

Note: 

    Items with AI components (including predefined items used for both agents and AI) will have this icon.

  Content learned by AI.

Predefined Replies and Teams

Predefined replies can be made available to all agents or restricted to specific teams.

Adding predefined replies to a team: 

1. Navigate to the Teams page, click the desired team, and open the Knowledge Base tab.
2. Check the replies you want this team’s agents to have.
3. In the center pane, select the team whose selected replies you want to be included in this team.
4. Click Add to immediately add predefined replies from the selected team.
5. To automatically update the predefined replies from the selected source team, enable the Auto-update toggle.
6. Save changes.

Suggesting a Reply

Agents can suggest new predefined replies to the organization’s Knowledge Base based on their interactions with customers.

1. Before sending a response, click the three-dot menu next to the send button.
2. Click “Suggest to knowledge base”.
3. The team leader /admin will see these suggestions at the top of their Knowledge Base section of the Settings page 
4. If the suggestion is approved, the admin can click Add, name the Knowledge Base item, and place it in the appropriate location by dragging it with the mouse. 
5. Once placed, the team leader/admin should open the new Knowledge Base item, add any additional functionalities, and click Save.

Creating Knowledge Base Items

CommBox Knowledge Base items can be used as predefined replies for agents and as learning material for the Autonomous Agent to respond to customer inquiries.

For Human Agents 

1. To create new Knowledge Base items, navigate to the Automation Hub and select the Knowledge Base tab. 
2. Click the +Add Item at the top corner and select Predefined Reply. 
3. In the dialog box, enter the title of the predefined reply. 
4. Enter the content of the reply. Note that AI can only use Universal Message Text content. You may fill both versions in the same item.  
5. Select the Team ownership for this item (optional). When Selecting the Organization as the owner, the item will be available for all admins and team leaders to add it to their teams.
6. Edit the folder this item should be added to (optional).
7. Add Topics Tags (optional) for quick reference and filtering ability. Click the Add Topics button for available tags. 
8. Select the relevant Implementable Services that will create a link to different functionalities.

• Checking one of the Chat apps will create a link the customer can click to open a unique chat with the agent. 
• Checking Client-side customization will send a link to one of the features your organization created and connected to CommBox.  

   9. Enable agents to use this item.

 10. Click Save or continue to create an AI predefined reply.

For AI Autonomous Agent

To enable the predefined reply to be used by the AI Agent, Universal Message Text must be used.

1. Toggle On to Let AI autonomous agent use this reply. 
2. To improve the accuracy of the AI in using this content based on customer intent, enter possible questions or phrases that this item can answer and click Add. You can choose to click Auto Generate to add possible questions or phrases suggested by AI based on the item's content. 
3. Click Save & Learn when done.

Note: When the information in the website is updated, you should open the item and click Relearn.

          When an updated PDF is available, delete the old item and upload the new (to have the new material learned by AI).

AI PDF

A knowledge base item can be created by uploading a PDF and have the AI Autonomous Agent learn the information to be used in conjunction with the customer–agent interactions.

1. At the Automation hub, select the Knowledge Base tab.
2. Click the +Add Item at the top corner and select AI PDF.
3. At the new dialog box, enter the name of the PDF item and click the upload button to select the file. 
4. Click Learn.

A PDF Example

Uploaded document (partial view – relevant information boxed):

Customer interaction and agent use of AI to find the answer:

Response of the AI Assistant:

AI URL

A knowledge base item can be created by uploading a PDF and have the AI Autonomous Agent learn the information to be used in conjunction with the customer–agent interactions.

1. At the Automation hub, select the Knowledge Base tab.
2. Click the +Add Item at the top corner and select AI URL.
3. At the new dialog box, enter the name of the URL item and the actual URL to the relevant web page. 
4. Click Learn.

Renaming, Deleting, Organizing, and Editing Items 

Navigate to the Automation Hub and select the Knowledge Base tab. 

• To edit the item’s content, select it, make the necessary changes, and click Save.
• To Rename KB items, navigate to the end of the line of the relevant item, click the 3-dot menu, and click Rename. At the dialog box, enter the new name and click Rename. 
• To Delete KB items, navigate to the end of the line of the relevant item, click the 3-dot menu, and click Delete. Confirm your action by clicking Delete in the dialog box.   
• To edit or delete a folder, do the same action as mentioned above at the higher hierarchy. 
• To change the item’s location, click on it to open its details. At the Folder section select the new desired location and click Move. Save your changes.

Note the different icons for AI and non-AI items. 

    Items with AI components (including predefined items used for both agents and AI)

  Content learned by AI

When the information in the website is updated, you should open the item and click Relearn.

             When an updated PDF is available, delete the old item and upload the new (to have the new material learned by AI).