The Knowledge Management tool panel allows Autopilot to search for information from Talkdesk Knowledge Management™ (KM) to provide answers to the users' queries.
Whenever the Autopilot is unable to answer the user statement, an answer will be searched in Knowledge Management before the default fallback behavior is applied. If no result is found then the default fallback behavior will be triggered.
Filter Knowledge
When “Filter knowledge” [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.
In the search section, you can statically define Knowledge Segments or Queues by typing its value followed by the enter key or dynamically by typing a variable %{variableName} followed by 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).
Next Actions
In this section you can define if you want a Flow trigger to be triggered after the Knowledge Management response. This allows you to intercalate messages after the Knowledge Management response.