GDE/Current/User/Adding Knowledge - Revision history

Xavier: Published

2020-10-13T08:30:06Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:39Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureCloud([\|])" to "|Platform=$1GenesysCloud$2"

2020-07-15T12:00:00Z

Text replacement - "\|Platforms?=([^\|]*)PureCloud([\|]*)" to "|Platform=$1GenesysCloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:51Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Xavier: Published

2020-07-08T11:52:58Z

Published

Xavier: Published

2020-04-02T10:55:31Z

Published

WikiSysop at 13:37, January 17, 2020

2020-01-17T13:37:35Z

Xavier: Published

2020-01-09T17:03:47Z

Published

Xavier: Published

2020-01-09T08:40:18Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Adding Knowledge to your bot
|Platform=PureEngage, PureCloud
|ComingSoon=No
|Context=Add predefined queries and answers to your bot allowing it to understand and respond to conversations.
|Section={{Section
|sectionHeading=What is Knowledge?
|Type=Structured
|alignment=Vertical
|gif=No
|structuredtext=Knowledge is a a set of predefined questions and answers that Dialog Engine will use to respond to queries and to identify intents. The knowledge is stored in a comma-separated file. Dialog Engine will parse this knowledge file on import and use the content to identify intents by matching the utterances to the questions.

Dialog Engine includes a sample knowledge file that can be used as as template to building a knowledge base. Once imported. Dialog Engine will use the information to respond to questions.

<br />
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=Import Knowledge
|Type=Structured
|alignment=Horizontal
|image=GDE_knowledge_import.gif
|gif=Yes
|structuredtext=*Click '''New Knowledge'''.
*Enter a name to identify the knowledge.
*Select the knowledge file to be imported.
*Click '''Create''' after the knowledge file is uploaded.

The information in the knowledge is updated and the Knowledge page displays the knowledge name and the number of questions and answers that were imported.
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=Update Knowledge
|Type=Structured
|alignment=Horizontal
|image=GDE_knowledge_update.gif
|gif=Yes
|structuredtext=To update an existing knowledge file, click '''Update''' and import the latest knowledge file.
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=Delete Knowledge
|Type=Structured
|alignment=Horizontal
|image=GDE_knowledge_delete.gif
|gif=No
|structuredtext=*Click '''Delete''' in the right pane and click '''Delete''' in the confirmation dialog.
|fullwidth=No
|Status=No
}}
}}

@@ Line 3: / Line 3: @@
 |DisplayName=Adding Knowledge to your bot
 |Context=Add predefined questions and answers to your bot allowing it to understand and respond to conversations.
-|ComingSoon=Yes
+|ComingSoon=No
-|Platform=GenesysEngage-cloud, GenesysCloud
+|Platform=GenesysCloud, GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=What is Knowledge?

@@ Line 4: / Line 4: @@
 |Context=Add predefined questions and answers to your bot allowing it to understand and respond to conversations.
 |ComingSoon=Yes
-|Platform=GenesysEngage-onpremises, GenesysCloud
+|Platform=GenesysEngage-cloud, GenesysCloud
 |Section={{Section
 |sectionHeading=What is Knowledge?

@@ Line 4: / Line 4: @@
 |Context=Add predefined questions and answers to your bot allowing it to understand and respond to conversations.
 |ComingSoon=Yes
-|Platform=GenesysEngage-onpremises, PureCloud
+|Platform=GenesysEngage-onpremises, GenesysCloud
 |Section={{Section
 |sectionHeading=What is Knowledge?

@@ Line 4: / Line 4: @@
 |Context=Add predefined questions and answers to your bot allowing it to understand and respond to conversations.
 |ComingSoon=Yes
-|Platform=PureEngage, PureCloud
+|Platform=GenesysEngage-onpremises, PureCloud
 |Section={{Section
 |sectionHeading=What is Knowledge?

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Adding Knowledge to your bot
-|Context=Add predefined queries and answers to your bot allowing it to understand and respond to conversations.
+|Context=Add predefined questions and answers to your bot allowing it to understand and respond to conversations.
 |ComingSoon=Yes
 |Platform=PureEngage, PureCloud
@@ Line 8: / Line 8: @@
 |sectionHeading=What is Knowledge?
 |alignment=Vertical
-|structuredtext=Knowledge is a set of predefined questions and answers that Dialog Engine will use to respond to queries and to identify intents. The knowledge is stored in a comma-separated file. Dialog Engine will parse this knowledge file on import and use the content to identify intents by matching the utterances to the questions.
+|structuredtext=Dialog Engine allows using a set of predefined questions and answers or FAQs to respond to queries. Knowledge is stored in a Comma Separated Value file, or a CSV file. Dialog Engine parses this imported knowledge file and searches semantically for matching FAQ results to queries.
-Dialog Engine includes a sample knowledge file that can be used as as template to building a knowledge base.  Once imported. Dialog Engine will use the information to respond to questions.
+Dialog Engine includes a sample knowledge file that can be used as a template to build a knowledge base.  Once imported, Dialog Engine will use the information in the knowledge base to respond to questions.
-You can also create a bot that relies on this knowledge to answer queries. These bot are called '''Knowledge Bots'''. The Knowledge Bots do not require creating intents and utterances. You can update these bot by uploading a newer set of knowledge files.
+You can create a bot that relies on this knowledge to answer queries. These bots are called '''{{Link-SomewhereInThisVersion|manual=User|topic=Adding_Knowledge|anchor=knowledgebots|display text=Knowledge Bots}}'''.
-<br />
+{{NoteFormat|[https://all.docs.genesys.com/QNA/Current/User/writegoodFAQ How to write a good FAQ] has some valuable tips on writing some good questions and answers for your FAQ. |2}}
 |Status=No
 }}{{Section
@@ Line 48: / Line 48: @@
 |image=GDE_knowledge_delete.gif
 |structuredtext=*Click '''Delete''' in the right pane and click '''Delete''' in the confirmation dialog.
 |Status=No
 }}
 }}

@@ Line 7: / Line 7: @@
 |Section={{Section
 |sectionHeading=What is Knowledge?
-|Type=Structured
+|Standalone=No
 |alignment=Vertical
 |structuredtext=Knowledge is a  a set of predefined questions and answers that Dialog Engine will use to respond to queries and to identify intents. The knowledge is stored in a comma-separated file. Dialog Engine will parse this knowledge file on import and use the content to identify intents by matching the utterances to the questions.
@@ Line 19: / Line 19: @@
 }}{{Section
 |sectionHeading=Import Knowledge
-|Type=Structured
+|Standalone=No
 |alignment=Horizontal
 |image=GDE_knowledge_import.gif
-|gif=Yes
+|Media=GIF
 |structuredtext=*Click '''New Knowledge'''.
 *Enter a name to identify the knowledge.
@@ Line 33: / Line 34: @@
 }}{{Section
 |sectionHeading=Update Knowledge
-|Type=Structured
+|Standalone=No
 |alignment=Horizontal
 |image=GDE_knowledge_update.gif
-|gif=Yes
+|Media=GIF
 |structuredtext=To update an existing knowledge file, click '''Update''' and import the latest knowledge file.
 |fullwidth=No
@@ Line 42: / Line 44: @@
 }}{{Section
 |sectionHeading=Delete Knowledge
-|Type=Structured
+|Standalone=No
 |alignment=Horizontal
 |image=GDE_knowledge_delete.gif
-|gif=No
+|Media=Image
 |structuredtext=*Click '''Delete''' in the right pane and click '''Delete''' in the confirmation dialog.
 |fullwidth=No

GDE/Current/User/Adding Knowledge - Revision history

Xavier: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureCloud([\|]*)" to "|Platform=$1GenesysCloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Xavier: Published

Xavier: Published

WikiSysop at 13:37, January 17, 2020

Xavier: Published

Xavier: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureCloud([\|])" to "|Platform=$1GenesysCloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"