Knowledge Base Management

Knowledge Bases are foundational components help with providing factual and contextual information to the consumers through direct channels like LinkLive Chat IVA, Voice IVA or through Agent via Agent CoPilot as well as for enterprise teams via LinkLive Knowledge Base Chat for Enterprise Users.

The key goals of these knowledge base is prevention of incorrect/partial information dissemination by providing factual and contextual answers to consumer’s questions based on the content inside the knowledge base.

Creating a knowledge base and then optimizing is further using querying to make sure that knowledge base is answering factual and contextual information is key prerequisite for its use inside Agent Copilot, Chat and Voice IVAs and Knowledge Bases for Enterprise User.

One or more knowledge base(s) can be created by uploading your FAQs and other documents on Knowledge Base tab within LinkLive. Each knowledge base can have multiple documents inside it. We support PDF, CSV, TXT, MD and HTML file types and supervisors can drag and drop each file to upload that file into the selected knowledge base. All uploaded documents are processed by LinkLive Knowledge Base AI so that they are ready to provide contextual answers to consumer questions via Agent CoPilot and our Chatbot IVA.

LinkLive offers a conversational knowledge base querying interface, which helps with ad-hoc exploration of the content and is helpful in troubleshooting any potential non-contextual responses. Each query (user prompt) is executed against the selected knowledge base to retrieve the matching content in a ranked order under Query Results.