AI Knowledge Management

Introduction

Many companies often need to build a multilingual, all-weather, and business-savvy exclusive intelligent customer service assistant to provide 24/7 service. To this end, it is necessary to build an enterprise-specific knowledge base. The following will introduce how to upload a corpus through SaleSmartly [Knowledge Management], create an enterprise-specific knowledge base, and build an AI customer service agent.

 

Step by Step Guide

1. Enter the knowledge management dashboard

As shown in the figure below, click [Robot] - [Knowledge Management] in the left menu bar of the SaleSmartly dashboard to enter the HelpKnow knowledge management dashboard.

 

 

2. Create your own knowledge base

After entering the knowledge base, click [Create Knowledge Base] to add your corpus.

Use scenarios: You can use "Online Documents" to write SOP processes, logistics policies, return FAQs, etc. If you already have an independent website, you can click "Text Document", then select "Online Data", and enter your site address to crawl the data of your entire site.

 

3. Edit the knowledge base

3.1. Selecting a knowledge base

After creating the knowledge base, click to select to enter the corresponding knowledge base editing page according to your needs.

 

3.2. Importing content

The method of importing content varies depending on the type of [Knowledge Base] you select. You can find the corresponding method of importing content below based on the knowledge base type [Online Document] or [Text Document].

Type 1: [Online Documentation] Knowledge Base

① Enter the knowledge management background, click the " Content " column on the left side of the page, click " + ", and select "Import".

 

② As shown in the figure, click to select the word document to import. Batch import is supported, and you can also drag the document directly here.

*Support *.docx, markdown formats

 

Type 2: [Text Document]

After entering the [Text Document] knowledge base, click [Add Content] in the upper right corner and select [Online Data].

 

In the input box, enter the link address you want to import, select [Site-Wide Import] or [Batch Import], and click [Identify links]. After the link identification is completed, click [Next].

 

After the data processing is completed, click [OK], and the content import is completed.

 

4. [Knowledge Management] Application

After creating the knowledge base, you can configure it into the AI ​​agent according to the following process to realize application scenarios such as intelligent question and answer and automated processes.

4.1 Creating an Agent

Enter the SaleSmartly backend, click [AI Robot], select [Select AI Agent], find Helpbots, and click [Add] to create a new agent.

 

The page jumps to the Helpbots entrance, and click [Create an Agent].

 

Select the "Knowledge Base" added in the previous step, click [Confirm], and you can test the effect in the debugging box on the right.

 

Click [Publish] in the upper right corner to publish the agent.

 

4.2 Agent Application

a. AI priority reception

AI agents can be used to handle standard inquiries, such as logistics timeliness, refund policy, etc. In the Salesmartly dashboard, click [AI Robots], turn on the robot status, and select the created agent.

 

Select [AI Robot Application Channel] (you can apply the AI ​​robot to all channels or specified channels) and click Save.

 

b. Set up [Automated Process] (Human-machine switching)

When the customer enters "manual" or "manual customer service" in the chat box, the robot will be automatically shut down and manual service will be assigned.

Click [AI Robot], select [AI Robot and Automation Trigger Rules] and select [Prioritize Triggering Automation].

 

Click [Project Management], select [Robot Reception Setup], and set [Keep Hosting] to off. (When a human takes over, the AI ​​robot will automatically exit)

 

Click the picture below to create a new automation process.