{"id":54976,"date":"2023-03-01T09:28:46","date_gmt":"2023-03-01T09:28:46","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-3\/?p=54976"},"modified":"2024-05-21T09:31:16","modified_gmt":"2024-05-21T08:31:16","slug":"manage-faqs","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-3\/docs\/bots\/bot-builder-tool\/knowledge-task\/manage-faqs\/","title":{"rendered":"Manage FAQs"},"content":{"rendered":"

FAQs allow you to add question-answer sets to your Knowledge Graph and map them to related ontology terms. This feature improves intent recognition and increases the performance of your VA. <\/span><\/p>\n\n\n\n
Note<\/strong>: There is a limit of 50k FAQs over 20k nodes to avoid performance issues.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
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Notes on the Few-Shot Knowledge Graph<\/span><\/span><\/h2>\n

All features explained here are supported by the Few-Shot Knowledge Graph, except for the following:<\/span><\/p>\n

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  1. You can add all your FAQs to the Root Term\/Node. Few-Shot Knowledge Graphs do not require an ontology structure, but you can create one to improve intent detection.<\/span><\/li>\n
  2. Default <\/span><\/em>terms are not available in Few-Shot Knowledge Graphs. The only exception is when you switch from an Ontology Graph, in which case existing <\/span>Default <\/span><\/em>terms are stored as such until updated. Afterward, <\/span>Default <\/span><\/em>terms become <\/span>Organizer <\/span><\/em>terms and can be set as <\/span>Mandatory<\/span><\/em>.<\/span><\/li>\n
  3. Lemmatization using Parts of Speech<\/span><\/em> Search in Answer<\/span><\/em> and <\/span>Contextual Paths Qualification<\/span><\/em> are not supported by Few-Shot Graphs. Please see the <\/span>Knowledge Graph Types Comparison Table<\/a> <\/span>for a detailed list of supported features.<\/span><\/li>\n
  4. Path Level and Knowledge Graph Synonyms <\/span><\/em>are only supported for <\/span>Mandatory <\/span><\/em>Terms and for Tags.<\/span><\/li>\n<\/ol>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
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    Add FAQs<\/span><\/span><\/h1>\n

    To add an FAQ, follow the below steps:<\/span><\/p>\n

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    1. On the left pane of the Knowledge Graph window, click the node to which you want to add questions.<\/span><\/li>\n
    2. Click <\/span>Add Intent <\/strong>on the top-right.
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    3. On the Intent window, under the <\/span>Intent<\/strong> section, select <\/span>FAQ<\/strong>.<\/span><\/li>\n
    4. Optionally, enter a <\/span>Display Name.<\/strong> This name will be used for presenting the FAQ to the end-users.<\/span><\/li>\n
    5. In the <\/span>Add Question<\/strong> field, enter the question that describes the user\u2019s query.<\/span><\/li>\n
    6. Optionally, if there are alternatives to the same question, add them in the <\/span>Add Alternate FAQ <\/strong>field. Repeat the step for all the alternative questions you want to add.<\/span><\/li>\n
    7. You can use patterns to define the FAQs. This can be done by preceding the pattern with || (two vertical bars) in the alternate question field. The Platform marks these as patterns and evaluates them accordingly (<\/span>see here for more on patterns<\/span><\/a>).<\/span><\/li>\n
    8. For each question, you can <\/span>add terms<\/strong> that will serve as tags in better identifying the question by the Knowledge Graph Engine.<\/span><\/li>\n
    9. You can set the <\/span>Intent Status<\/strong> as enabled or disabled for the FAQ intents. The Knowledge Graph will not use the FAQs intents that are in the disabled state. These intents will not participate in the intent recognition process during testing and end-user interaction.<\/span><\/li>\n
    10. You can also set <\/span>Term Status<\/strong> as enabled or disabled. The Knowledge Graph will only use the terms that are in the enabled state. The terms marked as disabled and all their FAQ intents do not participate in the intent recognition process during testing and end-user interaction.<\/span><\/li>\n
    11. You can also add a <\/span>Reference Id<\/strong>. This field can be used to add a reference to any external content used as a source for this FAQ.
      \n<\/span>      \"\"<\/a><\/li>\n<\/ol>\n

      As you enter these questions, pay attention to terms that you can further add to your FAQ hierarchy. Learn more<\/a>.<\/p>\n

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      Manage Bot Responses<\/span><\/span><\/h1>\n

      For the Response, you can compose a simple or complex channel-specific reply.<\/span> You can use the editor like any other prompt editor in the Platform i.e. messages for dialog nodes, etc, <\/span>refer here for more<\/span><\/a>.<\/span> You can add channel-specific responses to questions in your Knowledge Graph. By varying the responses, you can make the language and formatting leverage the strengths of the selected channels. To add a channel-specific response, select the channel from the channels list before typing the response.<\/span><\/p>\n\n\n\n
      Note<\/strong>: We recommend you add one response for All Channels so that it can be used in the absence of a channel-specific response.<\/span> <\/em><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

       <\/p>\n

      Sometimes the responses to the FAQ are quite lengthy or may include nice-to-have information along with the primary response. To improve the readability of such responses, you can split information into multiple responses that go as separate messages one after another by clicking <\/span>Add Extended Response<\/strong> on the top-right of the <\/span>Bot Response<\/strong> window.<\/span><\/p>\n

      Optionally, you can use <\/span>Add Alternate Response<\/strong> if your question can have more than one answer. Repeat the step for all the alternative responses you want to add. At runtime, the platform will pick one response at random.<\/span>

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      Add FAQs from an Existing Source<\/span><\/span><\/h1>\n

      Chances are the Knowledge Graph you are trying to build is large and complex. If you have all the FAQs in one place you can use the Import or Extract process.<\/span><\/p>\n