Knowledge Banks

How to use and configure the Knowledge Banks for your end-users.

The Knowledge Banks are the section in which your content is stored and filed. The end-user would never know they were accessing particular banks of content but for the admin, it is a way of separating content. In the future, this may be how content is permissioned to specific users, so we would recommend thinking of the banks as perhaps free vs paid for content. There is no limit on the amount of content you can upload to one bank, initially, we recommend keeping fewer banks, each with lots of rich content. The content here is what the Knowledge Assistant and agents will use to ‘learn’ from in order to deliver accurate and informative answers for your end users.

How to Configure the Knowledge Banks

Under the Manage tab of the left-hand navigation bar, go to the Knowledge section, here you will be able to configure the Banks for the Learning Assistant.

Select Add New Bank and give the Bank a name and short description - this is only used for the administrator and is not end-user facing.

Once saved, a Content tab will appear enabling you to add your Content into the Bank. Here you can input your content items. Content items can be uploaded in the following formats: PDF, MP3 or MP4, or MOV. You can upload or drag & drop your files into the bank, but you cannot upload more than 10 at a time.

When uploading you will see the file processing on the right-hand side.

Once your Bank files have been processed they will sit in an unpublished state on the left hand side, now you have the opportunity to manually review the file before publishing.

Click on the three dots in the right-hand corner and select Edit. Here you can amend the content display name, this is what the end-user will see when searching for content or looking at segments. You can amend the Description for that piece of content and add a thumbnail image. We recommend including thumbnails that represent your brand, as well as that piece of content, think about the topic, the speakers or the event and how you can represent this in the thumbnail. You also have the option to include the display date, this is how content will be ordered in the front-end for users i.e. most recent content.

The Metadata area is pre-populated but is editable, this is the information the language model will use to understand the file context. This is not viewable by end-users.

The Transcription tab shows the text directly extracted from the content you have uploaded.

Configuring Segments

On the Segments tab, you will see the content broken down into chapters, or segments, these are chunks of content that each relate to one topic. When a new segment is created, it means the topic has changed inside of the content.

For each segment, you can choose a speaker, or add one by selecting the Speaker -unknown boxes.

Select the box and type the person's name who spoke in that segment, when you have added that person once it will automatically populate them for any other segments where they speak. They will also be added as a speaker in the dropdown list.

This is important because the end-user can start engaging directly with specific speakers in the knowledge assistant chat i.e. ‘What does Niamh think about using Accounts?’ and they will get an accurate answer.

If you select the pencil button for each segment you can amend the transcript or update the Segment heading and summary. For example, if it has spelt someone's name wrong you can go and amend it.

If you want to double-check what that segment is referring to, in your content you can play the video segment directly.

If you find the transcription consistently gets a word incorrect, you can use the search and replace feature to update this throughout the whole piece of content.

Once you are happy with the transcription, segments and speakers, click back to your list of content inside the bank. You can now start publishing these pieces of content to the Knowledge workflow for end-users to instantly engage with.

Publishing Content

On each piece of content select the three dots in the right-hand corner and click Publish File.

Once Published you will see the green tick appear in the left-hand corner.

Within the selected knowledge bank, there are two additional tab headings: Bias and Access Management.

The Access Management tab allows you to choosee which of your accounts have access to the selected Knowledge bank.

The Knowledge bank can either be configured with open access - where all application members are able to view and search published content, including users who are members of any account; or restricted access, where only members of selected accounts are able to view and search published content in the knowledge bank.

To set up restricted access banks, select the 'restricted access' button and click save.

Next, you can select from your list of accounts below, the ones you wish to have access to the selected Knowledge bank. To do this, toggle on the button next to the account you wish to grant access to the bank, and click save.

You can additionally grant access to all of you accounts in one go by selecting the 'grant access to all' button, or revoke access for all accounts in one go by selecting the 'revoke access for all' button.

The type of bank configured is visible in your administration portal above the Knowledge bank name.

Please note: The default Knowledge bank in your application will always be an 'open access content bank'.

The People tab will show you all of the speakers you have added.

Within the list of speakers, you can edit their profile by selecting the three dots by their name, followed by 'edit'.

You can add their Profile URL (LinkedIn, social or other website url for this person). When the Flow UI is selected as the Chat UI style (in Configure > Knowledge > Chat UI style) at the front end people will be related to the suggested content segments and will link to any associated Profile URLs.

The Prompt Collections tab

Your prompt collection can be configured under the Prompt Collections tab. For more information about setting up your prompt collection, please see the "prompts" article.

The Discover tab

The Discover tab will show you how the Content Discovery feature will look to end-users, so you can test it on the admin side.

The Assistant Tab

The Assistant tab will show you how the Knowledge Assistant feature will look to end-users, so you can test it on the admin side. Ask questions and engage with the segments to get a feel for the users’ experience.

The Labels heading enables the configuration of labels, these can be added to help organise your content for your end-users. To find out more about setting up labels, please read our article on Setting up Content Discovery carousels here.