Important Note: Available in Preview for select customers.
The Search Knowledge component allows Autopilot to search for information from Talkdesk Knowledge Management™ (KM) to provide answers to the users' queries. This component increases the capacity of Autopilot's response by querying Knowledge Management to generate answers.
- Adding a Search Knowledge Component
- Viewing sources for Knowledge Management Responses
- Generate Enriched Answers
- Filtering a Search Knowledge Component
- Configure Answers Generation
- Deleting a Search Knowledge Component
Adding a Search Knowledge Component
- Click on an Autopilot model and select Automation designer [1].
- You will be taken to the Automation Designer inside the “Builder” app, where the flow can be configured.
- Under “Automation”, select the Search knowledge component [2] and then drag it to a canvas on your right side [3].
- Double-click the component. Then, the component settings panel [4] will appear.
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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.
- “Generate enriched answers” [7]: Optionally, switching the toggle to the right, instructs the component to generate an enriched answer using Generative AI.
- “Filter search scope” [8]: Optionally, switching the toggle to the right, shows the filters options to limit the responses from Knowledge Management.
- “Output” [9]: In case a result from Knowledge Management is found, the component automatically displays its content here.
- Click Save [10].
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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 an 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. Hover the pointer over the corresponding component node to see further details.
Viewing Sources for Knowledge Management Responses
When Autopilot responds from the Search Knowledge component, 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 from the Search Knowledge component 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 the Search Knowledge component, 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 [1]. 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 provides valuable 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,Autopilot will provide natural language generated responses based on knowledge retrieved from Knowledge Management, instead of providing the excerpt or card from that retrieved knowledge.
By default, when the “Generate enriched answers” feature is active, the Autopilot application retrieves knowledge using the search criteria that was defined. This behavior can be changed by activating the “Configure answers generation”[2] toggle.
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.
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 %{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 “Use conversational context” [2] toggle changes how the Autopilot application retrieves knowledge. When the toggle is turned off the Autopilot application will only use the Search criteria to retrieve knowledge.
When the toggle is turned on the Autopilot application will use the ongoing conversation along the Search criteria to retrieve knowledge.
The “Additional instructions” [3] field allows you to provide further guidance to the Generative AI. Use this field to define 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.
Deleting a Search Knowledge Component
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.
Click Delete component in the dialog box that appears to confirm the deletion.