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Knowledge Base Overview

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What is the Knowledge Base?

The Knowledge Base system allows users to create, manage, and populate collections of information that AI agents can access to answer customer questions. It serves as the foundation for intelligent, context-aware conversations by providing agents with relevant company information, policies, FAQs, and other business knowledge.

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Core Components

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1. Document Groups

Purpose: Organizational containers that hold knowledge bases and collections Key Features:
  • Organization-level document management
  • User access control
  • Integration with AI agents
  • Shopify store connection capabilities
Structure:
  • Each organization has document groups
  • Document groups contain knowledge bases
  • Document groups hold parsed documents and collections

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2. Collections

Purpose: Organized sets of related information within document groups Key Features:
  • Named collections for specific topics
  • Document count tracking
  • Search mode configuration
  • Product vs. regular collection types
  • Agent integration capabilities
Types:
  • Regular Collections: General knowledge and information
  • Product Collections: E-commerce product catalogs and information

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3. Knowledge Bases

Purpose: AI-powered interfaces that expose collections to customers Key Features:
  • Customizable bot appearance and behavior
  • Widget integration for websites
  • API access for external systems
  • Flow builder capabilities
  • Email collection functionality

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Knowledge Base Architecture

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Data Sources

The system supports multiple ways to populate knowledge bases:

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1. URL Crawling

  • Purpose: Extract content from web pages
  • Process: Provide URLs, system crawls and extracts text content
  • Use Cases: Company websites, help pages, documentation sites
  • Formats: Any accessible web page

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2. Document Upload

  • Purpose: Process and extract content from files
  • Supported Formats: PDF, Microsoft Word, text files
  • Process: Upload files, system extracts and processes text
  • Use Cases: Company policies, manuals, documentation

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3. Notion Integration

  • Purpose: Import content from Notion workspaces
  • Process: Connect Notion account, import documents
  • Use Cases: Team knowledge bases, documentation, procedures

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4. Manual Entry

  • Purpose: Direct text input for custom content
  • Process: Copy and paste or type content directly
  • Use Cases: FAQs, specific answers, custom information

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Document Processing

  1. Content Extraction: Text extraction from various sources
  2. Parsing: Breaking content into searchable chunks
  3. Indexing: Creating searchable indexes for fast retrieval
  4. Semantic Processing: Understanding context and meaning
  5. Storage: Organized storage for efficient retrieval

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User Workflows

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Creating Collections

  1. Navigation: Access collections management interface
  2. Collection Creation: Define name and description
  3. Population: Add content from various sources
  4. Organization: Categorize and structure information
  5. Agent Connection: Link collections to AI agents

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Managing Knowledge

  1. Content Addition: Add new documents and information
  2. Content Updates: Modify existing information
  3. Content Removal: Delete outdated or incorrect information
  4. Organization: Maintain logical structure and categorization
  5. Performance Monitoring: Track usage and effectiveness

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Agent Integration

  1. Collection Selection: Choose relevant collections for agents
  2. Capability Configuration: Enable knowledge base capabilities
  3. Variable Mapping: Configure how agents use knowledge
  4. Testing: Verify agent responses use knowledge correctly
  5. Optimization: Improve knowledge structure based on usage

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Main Interfaces

  • Collections List (/playgrounds/collections): Manage all collections
  • Collection Details (/playgrounds/collections/[id]): Manage specific collection content
  • Agent Integration: Connect collections to agents in agent settings
  • Knowledge Tab: Add and manage content within collections

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User Interface Elements

  • Search Functionality: Find specific documents and content
  • Filtering Options: Filter by source type, date, and other criteria
  • Content Preview: View document content before adding
  • Bulk Operations: Manage multiple documents simultaneously

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Integration Points

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AI Agent Integration

  • Knowledge Capabilities: Agents can access collection information
  • Response Enhancement: Agents use knowledge to provide accurate answers
  • Context Awareness: Agents understand when to use specific knowledge
  • Source Attribution: Agents can cite knowledge sources

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E-commerce Integration

  • Product Collections: Specialized collections for product information
  • Product Recommendations: Agents suggest products using collection data
  • Inventory Information: Real-time product availability and details
  • Order Support: Product-specific help and information

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External Systems

  • API Access: External systems can query knowledge bases
  • Widget Integration: Embed knowledge base widgets on websites
  • Webhook Support: Real-time updates from external sources
  • Third-party Connectors: Integration with various business tools

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Key Features

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Content Management

  • Multi-format Support: Handle various document types and sources
  • Automatic Processing: Extract and process content automatically
  • Version Control: Track changes and updates to knowledge
  • Bulk Import: Efficiently add large amounts of content

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Search and Retrieval

  • Semantic Search: Understand meaning, not just keywords
  • Contextual Matching: Find relevant information based on context
  • Fuzzy Matching: Handle variations in terminology and phrasing
  • Ranked Results: Present most relevant information first

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Customization and Branding

  • Visual Customization: Custom colors, icons, and branding
  • Behavior Configuration: Control how knowledge base responds
  • Language Support: Multi-language content and interfaces
  • Custom Instructions: Define specific response behaviors

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Performance and Analytics

  • Usage Tracking: Monitor how knowledge is accessed and used
  • Performance Metrics: Track response accuracy and user satisfaction
  • Content Analytics: Understand which information is most valuable
  • Optimization Insights: Identify areas for improvement

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Benefits for Users

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For Businesses

  • Consistent Information: Ensure all agents provide accurate, up-to-date information
  • Reduced Training Time: Agents automatically know company information
  • Scalable Support: Handle more customer inquiries without additional staff
  • Knowledge Centralization: Single source of truth for company information

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For Customers

  • Accurate Responses: Get correct information from well-informed agents
  • Faster Resolution: Quick access to relevant information
  • 24/7 Availability: Knowledge base accessible at any time
  • Comprehensive Support: Access to full range of company information

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For Support Teams

  • Reduced Workload: Agents handle common questions automatically
  • Consistent Quality: All agents provide same level of information
  • Easy Updates: Update knowledge once, affects all agents
  • Performance Insights: Understand common customer needs

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Best Practices Overview

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Content Strategy

  • Quality Over Quantity: Focus on accurate, relevant information
  • Regular Updates: Keep information current and accurate
  • Logical Organization: Structure content for easy navigation
  • Clear Language: Use simple, understandable language

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Technical Implementation

  • Incremental Building: Start small and expand gradually
  • Regular Testing: Verify agent responses use knowledge correctly
  • Performance Monitoring: Track and optimize knowledge usage
  • User Feedback: Collect and act on user feedback

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Maintenance and Optimization

  • Content Audits: Regular review of information accuracy
  • Performance Analysis: Monitor usage patterns and effectiveness
  • Continuous Improvement: Refine based on performance data
  • Team Collaboration: Involve subject matter experts in updates