Ask Knowledge Base and its role in building custom AI Agents

One of the most utilized features based on our customer experience is the “Ask Knowledge Base” action. This action is among the AI actions in the left side menu and is a free feature that you can use for your business.

When to use the Ask Knowledge Base action?

The Ask Knowledge Base action is a powerful feature that allows you to infuse your AI agent with specific data. This data can be your website URLs, sitemap, or files in different formats.

When you provide your content, the AI agent scans, crawls, and learns from the information available in that content. This could include details about your products, services, company history, and more. If you provide a sitemap, the AI agent understands the structure of your site and finds the information it needs more efficiently.

Once the AI agent is trained on your data, it can leverage this knowledge to answer customer inquiries independently. This means that instead of relying on pre-defined responses, the AI agent can generate answers based on the specific data it has been trained on. This allows for more accurate and context-specific responses.

How to use the Ask Knowledge Base action?

Upload your content: 

First, you need to upload your content on the Tiledesk system. Head to the Tiledesk dashboard, select “Bots” from the left sidebar menu, then you will see the “Knowledge Bases”. Click on it to lead to the Knowledge Bases page.

Add your content: 

When it comes to uploading content on the Tiledesk dashboard, the format you choose can impact how your information is communicated via the AI Agent. Here are some guidelines to help you select the best format for your needs:

FAQs: If you’re looking to upload Frequently Asked Questions (FAQs), you can simply copy and paste your questions and their corresponding answers one after the other into the plain text section. This classic Question/Reply format is simple, straightforward, and easy for the AI Agent to navigate.

Company documents: If you have company documents to share, these are generally in PDF or DOCX format. These formats are ideal for preserving the layout and formatting of your original documents, ensuring that your AI Agent can retrieve data and share it with customers.

Published Knowledge Bases: If you already have a published knowledge base, website URLs are your best option. You can simply paste the URLs in bulk. This allows users to access your existing resources directly, without the need for additional formatting or uploading.

Remember, after uploading your content, ensure that it’s indexed. A double blue tick on the Tiledesk dashboard indicates successful indexing. This means your content is now ready to be accessed by users.

Create/Edit an AI Agent: 

Now, it’s time to get back to the “My Chatbots” to edit/create an AI agent to use this action in it. Alternatively, you can use the free and customizable chatbot templates. For this example, I have used a template called “AI Knowledge Base Assistant”. 

To import one template to your project, click on the “Add from Template” from the top right of the “My Chatbots” and pick the correct template.

As you can see, the conversation has already been designed. For this template, we used two different AI features: the Ask Knowledge Base in the defaultFallback block and the ChatGPT task in the Welcome block, which generates welcoming messages based on the user’s language.

Ask Knowledge Base configuration: 

By clicking on the defaultFallback block, you will see a pop-up menu appears in the right section. This menu enables you to define your prompt, which we leave as default for this example. There are also two attributes here: kb_reply, which is the generated answer via your AI agent, and kb_source, which is the source of the answer. 

These settings allow you to customize how your AI agent interacts with the knowledge base and presents information to the user.

Configure AI settings: 

You can also see an option for AI setting configuration

OpenAI Models: You have the option to use different AI models, from the GPT-3.5 to GPT-4o - the most recent model, but each consumes a different amount of tokens. 

Max Tokens: This sets the total number of tokens you want to use when completing your prompt. 

Temperature: This setting influences the variability of your responses. A higher temperature increases variability, while a lower temperature yields more exact, prompt-focused answers.

Chunk: Your AI agent selects data “chunks” with the highest relevance to the question/prompt. Each chunk includes specific information that the bot is using to answer the user’s question.

Testing the AI Agent

Now that we have uploaded our content in the system and used a ready-to-go chatbot template for it, it’s time to test the AI agent. 

As you can see, our AI agent has generated a welcome message and accurately answered my question based on the website URLs I uploaded on the system.

We hope this tutorial helps you in creating specified AI Agents. 

To get started, create a free account here.

If you have any questions, do not hesitate to contact us via support@tiledesk.com. 

For more information, please visit www.tiledesk.com.