The cards feature in Talkdesk Knowledge Management™ is designed to power Conversational AI. It gives users the ability to tailor answers to customer questions using channels, ring groups and intents.
The feature focuses on providing precise and direct answers to questions and issues that agents and customers need help with. It also eliminates the current practice of creating long form articles that are less frequently used by agents, as it can be time-consuming to locate an answer.
Cards allow a user to create a knowledge artifact that could contain an article or an answer to a specific question. The cards, when published, can then be returned to agents via Talkdesk Agent Assist™. They are shown to agents either through the manual "Search" function or through on-call recommendations.
A user can create variations of a card that can be used for different answers to questions, similar answers to a certain topic, or related topics. Tags are used to create organizational card structures. Multiple tags can be attached to cards, allowing knowledge managers to search and locate groups of cards.
Created cards can be searched using filters or the search bar that will return relevant results.
You can easily create a Card by clicking on the Create button in the top right corner.
A new window will pop up to insert the new Card’s information.
If you select More settings, you can customize your new Card, add new tags and assign it to specific ring groups within your team.
Managing Cards with Intents
The cards feature in Knowledge Management allows a user to assign one or more intents configured in Talkdesk AI Trainer™ to a card.
In the “More settings” section of the side panel when creating and editing a card, there is a field for “Intents” with a drop-down menu.
If there is an intent model configured in AI Trainer for Agent Assist, then this drop-down will contain a list of intents from which to select one or more values. By doing so, t when Agent Assist detects an intent, this card will be prioritized as a recommendation to be shown to your agents.
In the “Variation settings” section, you will also have the option to select the intent “Parameters” and “Values” that have been created for an intent in AI Trainer.
When an intent is selected, Knowledge Management imports the parameters for that intent from AI Trainer and makes them available for card variations, where you can set the value they are expecting for that parameter. So, when Agent Assist detects that parameter during the conversation, it can determine the correct variation of a card to return as a recommendation based on the value set in “Variation settings”.