Hi,

I am in the process of building a digital chatbot. My understanding of knowledge surfacing is that the digital bot will learn from knowledge articles and provide relevant information based on user queries, rather than simply displaying the exact text of the articles.

Hello Maria, 

Bots are optimized through conversation. You can view the optimization dashboard in this documentation. You can add knowledge articles to your bot and have it provide it to customers, but it maybe a little shaky at first until its optimized. 

But yes I think depending how you build your flow it can either provide relevant information or the articles themselves. 

Cheers, 

Thanks, Cam! I'm eager to see it in action. I have a customer who needs to configure over 100 articles to respond or surface answers to each question, and they don't find it helpful. I'm trying to determine if it can learn from the articles and respond, or if it can only respond with the relevant section from the article.