Important Note: Available in Preview for select customers.
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.
- Viewing Sources for Knowledge Management Responses
- Generate Enriched Answers
- Filter Knowledge
- Configure Answers Generation
- Next Actions
Viewing Sources for Knowledge Management Responses
When Autopilot responds with Knowledge Management, the sources of that response can be viewed in both the corresponding session on Session Monitor and the Simulator within Automation Designer.
Knowledge Management Label
Responses based on Knowledge Management are labeled with "Knowledge Management answer" [1]. This label is visible in both the Session Monitor and the Simulator. It identifies the response as one derived from Knowledge Management, allowing users to quickly recognize these answers.
Viewing the Sources
To view the sources that contributed to the response, click on the Autopilot response that has the "Knowledge Management answer" label . This action will open a detailed view that displays the insights of the message, including the “Knowledge Management answer” sources [2] used to create that response. The sources will show the document type and its title to help users understand the origin of the information.
This feature adds transparency, helping users trace the sources and improve their understanding of the Knowledge Management responses.
Generate Enriched Answers
When “Generate enriched answers” [1] has its toggle to the right it will instruct the Autopilot to provide natural language generated responses, based on knowledge retrieved from Knowledge Management, instead of providing the excerpt or card from that retrieved knowledge.
When the “Generate enriched answers” feature is active, the Autopilot application retrieves knowledge using the ongoing conversation as the search criteria.
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.
- Dynamically, by typing %{variable} followed by the Enter key. To identify the variable, you must use the variable’s name.
In this section, you can also define the confidence threshold which is a numeric value between 0 (low confidence) and 1 (high confidence).
Configure Answers Generation
When “Configure answers generation” [1] has its toggle to the right it will allow you to define the behavior of the Generate enriched answers feature.
The “Additional instructions” field allows you to provide further guidance to the Generative AI. It defines how the AI should respond, tailor its tone or style, and specify topics or types of information that should not be shared with customers. This ensures the AI aligns with your business goals and adheres to any necessary content restrictions.
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.