What is the Knowledge Base of the Botmaker platform?

In this article, we will provide details about the Knowledge Base feature. It allows chatbots to be trained with information from different sources , such as web pages, documents, and databases of previous chats. Through this feature, chatbots have more knowledge and understanding of the relevant topics for the business , responding more accurately to customer queries.

Estimated reading: 06 minutes

Product features

The knowledge base featureallows users to upload large amounts of content into the platform. This content can be used by chatbots in their responses and by Co-pilot in suggestions to agents. The content base can be updated through websites, PDF/DOC/XLSX formatted documents, and unstructured content entered in a text field.

This document details the features and actions that users can perform for each chatbot.

Use of the knowledge base

The user can use the knowledge base to provide answers with previously uploaded content from various sources. Thus, entering content manually through natural language user input in Bot Designer will no longer be necessary. Bot Designer can be used to create flows involving transactions (e.g., product purchases, complex real-time agent queries), with content questions being answered by the knowledge base. This approach can significantly reduce the size and development time of bots.

Chatbot Actions

You can perform the following actions for each chatbot:

  1. Indicate which knowledge bases that specific chatbot can query.

  2. Give indications on how the chatbot should respond when generating the answers related to the knowledge base (e.g., asking it to use emojis or to respond in several paragraphs).

  3. Indicate the areas that are outside its domain and for which it should not respond.

How to access the knowledge base?

1) From the platform’s Home section

From the home (https://go.botmaker.com/#/home), you can access the Knowledge Base section to upload content to the platform.

01

You will then see the following screen:

By clicking on the + Upload knowledge base button, you can upload content in website format, PDFs/DOC/XLSX, or text.

It is also possible to view and manage knowledge bases already loaded and search for previously created ones using the search bar.

03

04

Content of the knowledge base: Website

When you click +Upload knowledge base , select Website.

05

You can leave the website selected so that the knowledge base feature searches for all content related only to that site’s information. That is, if you choose the option to include only one page of a website , a chatbot dedicated to this knowledge base will be created.

06

Then, by clicking on Confirm , a new base will be created and will focus on obtaining the content to generate the necessary knowledge so that the chatbot can respond.

Note that the creation of knowledge bases has an associated cost, so you will see a message to this effect before confirming the action.

Upon confirmation, you will see a list of all the bases created.

07

In turn, by clicking View Examples, Retrain, and Archive , you can edit the configuration of the selected database and archive it if it is necessary to update the information.

2) Using the knowledge base within a chatbot

By entering the Bot Designer section (menu>chatbots) in the platform, and clicking on the knowledge base icon, 08 it is possible to configure the content that is part of that bot.

09

As in the Home section, you can configure the content in the following way:

  • Indicate which knowledge bases that bot can query.
  • Indicate how the bot should respond when generating the answers it takes from the knowledge base (for example, asking it to use emojis or to answer in several paragraphs).
  • Indicate which areas are out of its domain and on which it should not respond.

10

  • Knowledge base content:

In this section, you can select the type of content you want your chatbot to use when generating responses:

  • Website

  • Document

  • Content fragment

11 a) Website : by selecting website , you will see a list of active websites and bots with their respective knowledge bases generated from the home section. When you select Save , this base will be saved and you can visualize it in the list together with the previously created bases.

12

b) Document: in this section, you can view the documents that are loaded into that bot, so that you can use them in your answers. You can select a file and click on the down arrow to download it and edit its content so that it is always up to date, for example, if you need to modify prices or items in stock.

13

c) Content fragments are short texts that can be copied from an external source and serve as a shortcut to avoid creating a document. They are analyzed with generative technologies to extract information that is then used to reply to messages.

14

  • Chatbot identity content

In this section, you can define the instructions for your chatbot. In this way, the generated responses will be built according to those instructions. 15

By clicking on + inside the instruction box on the right side of the screen, you can add further instructions to define the chatbot identification. Select Save to save these settings.

16

  • Content on what not to answer

In this section, you can add, edit and delete topics outside your chatbot’s scope , as well as select which topics you want the bot to consider when generating replies.

17

What is the cost of Knowledge Base?

The cost is given by the use of the generative tools and is approximately 0.015 dollars per 100 words. This cost will depend on the number of words in the data source.

The processing of the Botmaker engine, used to analyze the information from the website, document, or fragment you have loaded into the knowledge base, is free of charge.

The charges vary according to the stage:

Training Stage (https://go.botmaker.com/#/knowledgeBase):

  • When loading a webpage, document, or text fragment, we use Artificial Intelligence tools to process and extract relevant information from the knowledge base. This processing has an associated cost that depends on the number of words of the content plus the words of the generated knowledge. That knowledge is used by the bots in which you associate those bases. For example, a document of 100 words, could use 300 total words (100 words of content + 200 words of knowledge).

  • If the branches of the bot you created include a “Respond with Chat GPT” button, we use Chat GPT again to answer your users’ questions. The cost is calculated in the same way as detailed above.

Bot Execution Stage (https://go.botmaker.com/#/bots)

  • When the chatbot is configured to respond using a knowledge base, the total number of words is calculated by adding the following: the words in the user’s message, the words from the last 3 messages considered as context, the words from the relevant section or portion of the knowledge base, the words from the guidance to generative intelligence (prompt), and the words resulting from the response.

  • If the branches of the bot you created include a “Respond with Chat GPT” button, we use Chat GPT again to answer your users’ questions. The cost is calculated in the same way as detailed above.

Retraining stage (https://go.botmaker.com/#/knowledgeBase)-Retrain button:

  • If you want to reprocess a page and the page has changed since you first loaded it, the Artificial Intelligence tools will be used again. The web page processor will make the best effort to avoid reprocessing those parts of the website that have not been modified, and therefore, there will be no significant costs if there are minor changes.

With Knowledge Base, optimize the efficiency and accuracy of your customer service chatbots. By enabling the upload of large amounts of content in various formats, you can achieve a greater understanding and knowledge of relevant topics. In addition, agents can also use this knowledge base to provide more accurate and appropriate responses to customer queries. The implementation of a knowledge base can lead to a significant improvement in the quality of customer service and the efficiency of internal processes.

Remember to visit our Help Center for further information.

Written by: Botmaker Team

Updated: 10/11/2023

Articulos relacionados

Tags

Botmaker Information
Creating Your Bot
Knowledge Base