Knowledge retrieval find relevant articles for customer questions that don’t match a specific intent. If no articles are found, it triggers the standard handoff, which connects end users to human agents for further assistance. To set up Knowledge Retrieval, follow the steps below.
1. Go to Solve > Workflow Builder.
2. Click Knowledge Retrieval.
3. Hover over Dynamic Article Suggestion and click the customize icon.4. In the Dynamic Article Suggestion, choose one of three options for the Read Article action:
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- New Tab opens the article in a new browser tab.
- Expand Widget expands the article widget to show the full article.
- None takes no action when the user clicks the "Read Article" button. If you select "None," no links will direct users to a full article. Click "Publish" to ensure the read article action works.
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5. Select your article source from your connected knowledge base(s).
Important: To see the available article sources, your knowledge base must be connected with Forethought. To check, go to Settings > Integration.
6. Optional: You can also add a Filter Field to extract specific information from your article source. For example, if you have 50 articles but only want your AI agent to use the public ones, set up a filter field to display only those articles.
7. Optional: Customize the Feedback section next to the Dynamic Article Suggestion.
8. Once you are finished, click Save.
9. To check if Knowledge Retrieval is functioning correctly, click Preview Intent.
10. If everything looks good, click Publish.