Important Note: Available in Preview for select customers.
The Knowledge Management tool panel allows Agentic Autopilot to search for information from Talkdesk Knowledge Management™ (KM) to provide answers to the users' queries.
When Autopilot determines that a user's inquiry aligns with information available in Knowledge Management, it triggers a system Action that performs a query to retrieve the most relevant response. If a result is found, the Agentic Autopilot then generates a response based on the retrieved data.
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.
Agentic Autopilot customers can then leverage Knowledge Management’s content scope to filter specific content.
Just below the toggle, 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.