Creating and Attaching Knowledge Bases Using Ask AI

Ask AI provides a guided chat experience to help you create Knowledge Bases and connect them to your AI agents quickly. This streamlined process allows you to select content sources, generate FAQs, and attach the Knowledge Base to Conversation AI or Voice AI, helping your team set up AI responses efficiently while maintaining control over the content and settings.

Key Benefits

Using Ask AI to create and attach Knowledge Bases offers several advantages:

• Simplified Setup: Ask AI automates many setup tasks and guides you through a structured workflow.
• Flexible Source Selection: Choose from available content sources like Brand Voice, your Business Profile website, or create an empty Knowledge Base to configure manually.
• Faster Deployment: Create and connect a Knowledge Base to Conversation AI or Voice AI from a single, guided process.
• Controlled Content Crawling: Ask AI requests your approval before crawling website content.
• Reduced Errors: The guided configuration helps minimize setup mistakes and confusion.

Before You Begin

Before starting the Knowledge Base creation process with Ask AI, ensure the following:

• You have access to the Ask AI feature.
• You have the necessary permissions to manage Knowledge Base settings.
• If you plan to attach the Knowledge Base to an AI agent, confirm you have access to manage Conversation AI or Voice AI.
• If you want to use Brand Voice, verify that your brand details are accurately configured.
• If you intend to use website content, ensure the website URL in your Business Profile is correct and be prepared to approve the website crawling process.
• Remember that Conversation AI can use multiple Knowledge Bases, while Voice AI supports one Knowledge Base per agent.

How Ask AI Selects a Knowledge Base Source

Ask AI analyzes your account's existing setup and your request to recommend the most suitable content source for your Knowledge Base.

Brand Voice Source

Ask AI may suggest using your configured Brand Voice, which contains business details, tone, services, and other context. This is a good option when your business profile is well-defined and you want AI responses to reflect your brand's voice and information quickly.

Business Profile Website Source

If a website is listed in your Business Profile, Ask AI can use it as the primary source. Before crawling begins, it will ask for your approval and allow you to proceed with the suggested website, enter a different URL, or skip crawling to configure sources manually.

Manual Source Configuration

If no Brand Voice or website is available, Ask AI can create an empty Knowledge Base. You can then manually add sources later, such as documents, rich text content, FAQs, web crawler sources, tables, and structured content.

How Knowledge Base Attachment Works

Attaching a Knowledge Base makes its content available to the AI product that will use it. The attachment process differs slightly between Conversation AI and Voice AI.

Attaching to Conversation AI

Ask AI can attach the Knowledge Base to an existing Conversation AI bot or a newly created one. Conversation AI supports multiple Knowledge Bases, allowing a bot to search across several content sources during conversations, which is useful for combining website content, FAQs, and other resources.

Attaching to Voice AI

Ask AI can also connect the Knowledge Base to a Voice AI agent. Voice AI supports one Knowledge Base per agent. Attaching it sets that Knowledge Base as the active content source for the agent. You can continue to refine prompts and settings within the Voice AI configuration after attachment.

How to Create a Knowledge Base with Ask AI

Follow these steps to create and attach a Knowledge Base using Ask AI:

Step 1: Open Ask AI

Navigate to the Ask AI feature within your CRM.

Step 2: Start the Knowledge Base Workflow

Initiate the process by asking Ask AI to help you create a Knowledge Base.

Step 3: Confirm the Content Source

Ask AI will suggest a content source (like Brand Voice or your website). Review and confirm the source or choose an alternative.

Step 4: Review Knowledge Base Creation

Ask AI will create the Knowledge Base. If a website source is used, it will crawl the site for content after receiving your approval.

Step 5: Configure FAQs

Ask AI will help generate FAQs based on the selected source. Review and adjust these as needed.

Step 6: Attach the Knowledge Base to an AI Agent

Finally, Ask AI will guide you through attaching the newly created Knowledge Base to a Conversation AI bot or a Voice AI agent.