Hello,
I am working on a digital bot flow trying to have it populate articles based on customer's input. I see we can use the Communicate task to Show a Knowledge article. But is there a way to have the bot populate articles based on customer's input more automatically.
Right now it feels that we pick the article based on the Intents/utterances, but I would like to know if it's possible to have the bot detect article from the knowledge base by itself?
Hi Louis, in Digital BOT flows, knowledge articles are surfaced automatically when a question is asked and matches an article. You just need to assign a knowledge base with articles assigned in the Digital BOT flow configuration for this to work.
Just to add, if you use a Digital Menu or Wait for Input action & have a knowledge base attached. Knowledge will automatically be picked up at these actions. I believe there's a few other actions too but cant remember off the top of my head.
Nicola
Thank you @Chris_J and @Nicola_Burns,
It works. I am using wait for input. Is there a way to customize the experience based on the feedback provided?
When using Wait for input, it has an end of task, but I am trying to create a path based on the article feedback depending on if the visitor says "yes" or "no" to Did this answer your question?
Or even to decide when toe get out of the bot to route to agent or not. Is there a way to achieve that? Right now, it feels like the bot is "free" to decide.
I am not aware of any way to do this today.
@gemmaalvarez @Mitch_Mason are we covering the above in our knowledge paths work?
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