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 Copilot™. 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.
Creating Cards
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 CXA Operations Center™ 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 CXA Operations Center (formerly AI Trainer) for Copilot, then this drop-down will contain a list of intents from which to select one or more values. When Copilot detects an intent, this card will be prioritized as a recommendation to show 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 CXA Operations Center (formerly AI Trainer).
When an intent is selected, Knowledge Management imports the parameters for that intent from CXA Operations Center (formerly AI Trainer) and makes them available for card variations, where you can set the value they are expecting for that parameter. So, when Copilot 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”.
Bulk Import of Cards
The Bulk Import of Cards allows administrators to upload multiple Knowledge Cards at once while directly mapping them to specific Queues and Knowledge Segments.
To ensure a seamless upload, your import file must strictly follow our official CSV format. To access the template, navigate to the Knowledge Management interface and click "Import". This will provide the required file layout to correctly map card content, assigned queues, and relevant segments.
Structuring Your CSV File
Your CSV file must contain up to four specific columns in the exact order below. No headers should be added to the CSV file.
Column 1: Title The primary title or headline of the Knowledge Card. Keep this concise and highly relevant to agent queries.
Column 2: Body The core content of the card. This can be written in standard plain text or formatted using HTML, provided it adheres to Talkdesk's HTML formatting guidelines, as demonstrated in the template CSV.
Column 3: Queues (Optional) The specific Talkdesk Queues this card should be mapped to (e.g., Billing, Tier 1 Support).
- Formatting Rule: If mapping the card to multiple Queues, separate each Queue name with a comma (e.g., Billing, General Inquiries).
Column 4: Knowledge Segments (Optional) The distinct Knowledge Segments this card belongs to.
- Formatting Rule: If assigning the card to multiple Knowledge Segments, separate each segment name with a comma (e.g., Onboarding, Hardware Setup).
Important Information: Any Queues in column three must already exist in your Talkdesk Workspace before you begin the import. If the system cannot locate a referenced Queue, the mapping for that specific card might fail.