The Search Knowledge component allows the Autopilot to search for information from Talkdesk Knowledge Management™ (KM) to provide answers to the users' queries. This component increases the capacity of response of the Autopilot by querying Knowledge Management to generate answers.
Adding a Search Knowledge Component
Filtering a Search Knowledge Component
Deleting a Search Knowledge Component
Adding a Search Knowledge Component
1. Click on a Autopilot model and select Automation designer [1].
2. You will be taken to the “Automation Designer” inside the “Builder app”, where the flow configuration will take place.
3. Under “Automation”, select the Search knowledge component [2] and then drag it to a canvas on your right side [3].
4. Double-click the component. Then, the component settings panel [4] will appear.
5. Provide the required details of the component.
- “Component name” [5]: The name of the Search Knowledge component. The name can only contain letters, numbers (except as a first character), and underscores, and can be as long as 30 characters.
- “Search criteria” [6]: Here, you can search by typing specific keywords or using existing conversational variables in the flow. By default, the Search Knowledge component has the utterance system variable selected. This way, Autopilot will query KM with the last message uttered by the contact.
- “Filter search scope” [7]: Optionally, switching the toggle to the right, shows the filters options to limit the responses from Knowledge Management.
- “Output” [8]: In case a result from Knowledge Management is found, the component automatically displays its content here.
6. Click Save [9].
7. After the component is created, you can connect it with other components:
- “Result found ”: Exit is activated after the Autopilot provides the KM answer.
- "No result found": Exit activated if KM does not answer (filters may have an impact here).
- "Error retrieving knowledge": Exit activated if some error occurred during the KM query operation.
Keep in mind that if the component is not directly or indirectly connected to a Flow Trigger component, it will be ignored when the flow is executed.
Note: A red exclamation mark will appear on the component node if any required field is invalid. Hold the pointer over it to see further details.
Filtering a Search Knowledge Component
When “Filter search scope” [1] has its toggle to the right it will allow you to define extra criteria to limit the responses from Knowledge Management.
Autopilot customers can leverage Knowledge Management’s content scope to filter specific content. For more details, please check this Knowledge Base article.
In the search section, you can define Knowledge Segments or Queues one of two ways:
- Statically, by typing its value followed by the Enter key.
- Dynamically, by typing a variable %{variableName} followed by pressing the Enter key.
In this section, you can also define the confidence threshold which is a numeric value between 0 (low confidence) and 1 (high confidence).
Deleting a Search Knowledge Component
1. On your canvas, click the Search Knowledge component you want to delete and then press the backspace key (Windows) or the delete key (Mac) on your keyboard. Alternatively, you can double-click the component and select Delete in the side panel that appears.
2. Click Delete component in the dialog that appears to confirm the deletion.