Thanks Robert. But not what I had in mind. A bit more context might be needed.
We're attempting to build a digital chat bot and using knowledge articles as the bot's responses and keeping them conversational. The goal, if possible, is to have knowledge articles include, within them, links to other articles that would display within the chat bot conversation window to allow customers to stay in the bot conversation and still be guided through the journey without having to type input.
I've created a mock up of what that might look like and added it below. Both bot responses in the sample would be knowledge articles and the two offered related links would be manually set/created instead of relying on NLU or digital menu buttons.
I know something similar can be achieved with digital menus but the sheer number of possible journeys would make it difficult to map digital menu buttons for all of them. The ability to link articles together this way would allow us to not only guide a customer through a specific journey, but also suggest related journeys.
Would this be a capability that exists today?
Many thanks!
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Francis General
Spark New Zealand Trading Limited
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Original Message:
Sent: 12-15-2022 01:14
From: Robert Wakefield-Carl
Subject: Linking knowledge articles
If I get your questions, you want user to say lost device and then you have two articles pop up for that? If so, you can use Lost Device as phrase on each of the articles and a list of them will be presented to the user. The other option is to have the answer to the Lost Device Article have URL links to the other articles using the Support Center on a web page. A third option is to use Lost Device as an Intent and have it display the two articles as the result of the Intent match.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-14-2022 20:20
From: Francis General
Subject: Linking knowledge articles
Hello all,
I've been working with the knowledge workbench V2 for a Digital bot flow through web messaging and have been trying to find a way to link related knowledge articles together to allow for a smoother customer experience and possibly help them get into the right journey.
ie. A "Lost device" article might include a link to an "Insurance claim" article or a "Purchase new device article"
Does anyone know of a way to link from one knowledge article to another?
#ConversationalAI(Bots,AgentAssist,etc.)
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Francis General
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