Knowledge Bases

Buzzeasy conversational bots is an AI-driven customer engagement technology designed to provide natural, human-like interactions for the customers. Transcending traditional scripted bots, it uses advanced AI models to dynamically generate answers within the context of the conversations. You can infuse wisdom and expertise to its answers by filling up knowledge base articles. As this knowledge evolves, so does your bot’s understanding, ensuring timely and accurate answers.

Making your bots expert

Though optional, your conversational bots can reach expert level in any of the various business domains your contact center deals with. All you need to do is to fill up and maintain your knowledge bases and link them to the Conversational Bot nodes in your workflows.

Without a KB, the bot relies solely on its instructions and the generic knowledge coming from the training material (half of the internet), which poses the risk of providing too generic or even unrelated answers. With a KB, the bot can reference your specific policies, product and services details, troubleshooting steps, and any other business solutions you already learned to employ in your customer experience center.

Knowledge base details

Buzzeasy knowledge bases are a series of question-answer pairs that you maintain to cover your typical business use cases. They have a name, a description and any number of question and answer pairs, often labeled as articles or entries of the KB.

KB fields Notes
Name A very short description of the KB.
Description An explicit, clear and concise list of high level categories the KB entries cover.
Articles Each article should address a specific question or topic. Keep it clear, concise, and focused. Break down complex instructions into steps, use bullet points. Instead of providing a simple “yes” or “no,” as an answer, restate the question and provide a brief, direct answer. For example, rather than “No,” say “You do not need the original shipping box to return an item.”

Create a new knowledge base

  1. Navigate to the General > Knowledge bases menu of the Buzzeasy portal. The list of existing knowledge bases is displayed.

  2. Click Create at the top of the list. The details modal opens up.

  3. Enter the Name of the new KB and carefully craft the Description, then click Next.

  4. Optional: Click Add > Add entry, the Edit knowledge base entry dialog opens. Type in the Question and Answer fields and click Add. You can add any number of articles in the dialog.

  5. Click Create. The new KB is created.

Update a knowledge base

  1. Navigate to the General > Knowledge bases menu of the Buzzeasy portal. The list of existing KBs is displayed.

  2. Click the list item you'd like to update. The details panel shows up next to the list blade.

  3. Click the Details tab to modify the Name and Description fields.

  4. Click the Entries tab to update the Question and Answer fields of the individual articles.

  5. To delete an article from the KB, click the Delete icon (trash can) next to it.

  6. To add new articles, click Add > Add entries at the top of the Entries tab.

  7. Click Save at the top of the edit panel to store the changes.

Import articles into a knowledge base

In case you already have your business challenges and solutions in a question-answer format, you can easily upload them to Buzzeasy.

  1. Navigate to the General > Knowledge bases menu of the Buzzeasy portal. The list of existing KBs is displayed.

  2. Click the list item you'd like to update. The details panel shows up next to the list blade.

  3. Click the Entries tab in the details panel and click Add > Bulk import entries.

  4. Click Download template to get a CSV file with the column headers (KnowledgeBase_Entry_Import_Template.csv).

  5. Fill the template file with your existing question + answer data.

  6. In the same dialog, now click Select file to import, select the CSV file and click Open in the file browser dialog.

  7. The importer dialog parses your file and lists how many entries it managed to find.

  8. Click Upload entries to insert these items into the KB.

  9. In case the KB contained previous items, then pay attention to remove any potential ambiguities added by the imported new entries. Also update the Description of the KB, if needed.

Note that no duplicate detection or other collision checking is performed.

Delete a knowledge base

  1. Navigate to the General > Knowledge bases menu of the Buzzeasy portal. The list of existing KBs is displayed.

  2. Click the KB you'd like to delete. The details panel shows up next to the list blade.

  3. Click Delete at the top of the details panel.