Hi Nicola
Thanks for the response! Yes that helps and perhaps WaitForAction is what i need to play about with more?
So what i am trying to achieve, is to give callers Local Store information. I ask for the town in question (Ask for Slot), they enter "Shrewsbury" and i then want to use that entered Town info to locate an Article (Called "Shrewsbury")
This link suggests that you can use an expression in the KnowledgeBaseDocument variable... Add a Knowledge Base Document variable - Genesys Cloud Resource Center (mypurecloud.com)
But as my input is always a String, it doesn't like it and cant seem to convert anything into type KnowledgeBaseDocument
It sounds like though, the last part of your response answers my question, in that its potentially not possible right now? But when that new expression FindKnowledgeBaseDocumentById(String id) function is available, i could at least store Article Name and ID in a table, and use caller input to look up the ID and use that to locate the article?
Hopefully I've understood you ?
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Karl Harris
British Telecommunications PLC
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Original Message:
Sent: 11-22-2023 09:32
From: Nicola Conlon
Subject: Knowledge Base for Bot Flow
Hi Karl,
No worries, sure I can help. I am not totally understanding your use case, does using a DigitalMenu or WaitForInput action work? If you add a Knowledge Base to your Digital Bot Flow and use one of these actions the bot will do the search on the knowledge phrases for you.
You are unable to lookup a knowledge article and set it to a KnowledgeBaseDocument variable dynamically.
We are planning on adding expression support in Architect for a new FindKnowledgeBaseDocumentById(String id) function, Im not sure if this would help or not.
Let me know if this helps or you still need more help.
Kind regards,
Nicola
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Nicola Conlon
Product Manager
Genesys - Employees
Original Message:
Sent: 11-22-2023 03:04
From: Karl Harris
Subject: Knowledge Base for Bot Flow
Hi Nicola
Sorry to jump onto this thread! I wonder if you can help me?
I have a Digital Bot which is linked to a KB. I am trying to look up KB documents with a variable, based on user input.
For EG, if the caller enters "Shrewsbury" as their local town, i want to set "Shrewsbury" into a (KnowledgeBaseDocument) variable and then use that to search for the document.
I cant seem to set anything in the KnowledgeBaseDocument type variable though? I can hardcode Shrewsbury into it by choosing Literal and choosing one of the documents from a drop down, and its fine with that. But it doesn't like me trying to set something as a variable in there?
Am i missing something?
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Karl Harris
British Telecommunications PLC
Original Message:
Sent: 09-12-2023 03:46
From: Nicola Conlon
Subject: Knowledge Base for Bot Flow
Hi Louis,
You can add a Knowledge Base to your Bot Flow using the Knowledge menu under the Natural Language Processing navigation menu. You'll see information here: https://help.mypurecloud.com/articles/add-knowledge-to-your-bot-flow/
Then add a Ask for Intent action to your flow & make sure Knowledge is selected as one of the Paths. See information here: https://help.mypurecloud.com/articles/ask-for-intent-action/
The Ask for Intent asks the user a question, e.g. What do you need help with? & then it will understand both intents & knowledge (i.e. whatever you have selected for the paths). There's no Wait for Input in Bot Flows.
Hope this helps,
Nicola
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Nicola Conlon
Product Manager
Genesys - Employees
Original Message:
Sent: 09-11-2023 15:06
From: Louis Dambrosio
Subject: Knowledge Base for Bot Flow
Hello,
My question is to know if it is possible to use a knowledge base with a bot flow.
I am able to do it using a digital bot flow (wait for input). However, I don't see to be able to use the knowledge base in a bot flow unless I associate a specific article to a specific intent.
Does anyone has insights on this?
Thank you!
#ConversationalAI(Bots,AgentAssist,etc.)
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Louis D.
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