Agent Knowledge Base

The Agent Knowledge Base acts as a conversational ChatBot that agents can use to retrieve factual and contextual information related to the questions they receive during chat and voice conversations. This feature provides a quick and easy way for the agent to access the knowledge base(s) relating to the current conversation. Agents can use this interface to perform research while actively working with the consumer during the conversation.

To access the knowledge base, agents click into the Knowledge Base tab of the Agent CoPilot and select the knowledge base they want to research. The interface is a simple ChatBot in which the agent can conversationally ask questions.

If the agent needs to switch to a different knowledge base, they can do so by clicking on the selector and selecting a different knowledge base name. Note that when switching between knowledge bases, the questions and answers asked to the previous knowledge base are cleared when switching between knowledge bases.