Thank you Robert and Cameron.
Even I had that approach for fetching data using web services.Just wanted to explore that if our Virtual Agent LLMs have this level of AI Capabilities other than generating intents,and summarisation,automatic wrap codes,etc.
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Rutuja Sunil Mali
NA
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Original Message:
Sent: 03-06-2026 17:13
From: Robert Wakefield-Carl
Subject: Can AI Knowledge Articles dynamically read data through an external document link and generate answers
You could consider a small web service hosted either in a Cloud function or in lambda that could read the file and return the values back to the data action calling that Cloud function. Would be worth a try!
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-06-2026 13:22
From: Cameron Tomlin
Subject: Can AI Knowledge Articles dynamically read data through an external document link and generate answers
Hello Rutuja,
No, to my knowledge the virtual agent cannot read the live data from an Excel workbook linked via a public URL in the body of a knowledge article. This is a limitation and would need an enhancement request in our ideas portal.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 03-06-2026 12:09
From: Rutuja Sunil Mali
Subject: Can AI Knowledge Articles dynamically read data through an external document link and generate answers
Hi Team,
If I paste a public sharing URL to an Excel workbook(hosted on OneDrive or SharePoint) into the body of an AI Knowledge Article, can the virtual agent use Answer Generation to read live data inside the spreadsheet?
For E.g. Customer provides ID'123' -> Bot should go through the document and tell correct details Infront of that ID
Whether the standard AI engine can actually cross-reference linked documents content in real time for specifics or it is restricted to reading only the text present in the article
Thanks ,
#AIConfiguration
#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
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Rutuja Sunil Mali
NA
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