GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Help & Learning Resources
Release Notes
Current Major Version
Recent Updates
Previous Versions
Deprecations
Request a Feature
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Node Types
Overview
Intent Node
Dialog Node
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
Prepare Data for Import
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Knowledge Graph Analysis
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Intent Discovery
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Conversation Testing Overview
Create a Test Suite
Test Editor
Test Case Assertion
Test Case Execution Summary
Glossary
Health and Monitoring
NLP Health
Flow Health
Integrations
Actions
Actions Overview
Azure OpenAI
Overview
Templates
BambooHR
Overview
Templates
Freshdesk
Overview
Templates
Freshservice
Overview
Templates
HubSpot
Overview
Templates
JIRA
Overview
Templates
Microsoft Graph
Overview
Templates
Open AI
Overview
Templates
Salesforce
Overview
Templates
ServiceNow
Overview
Templates
Stripe
Overview
Templates
Twilio
Overview
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
Salesforce
ServiceNow
Unblu
External NLU Adapters
Overview
Dialogflow Engine
Test and Debug
Deploy
Channels
Publishing
Versioning
Analyze
Introduction
Dashboard Filters
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
NLP Insights
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Usage Metrics
Containment Metrics
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Plan & Usage
Overview
Usage Plans
Support Plans
Invoices
Authorization
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data
Overview
Data Table
Table Views
App Definitions
Data as Service
HOW TOs
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Composite Entities
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
Migrate External Bots
Google Dialogflow Bot
APIs & SDKs
API Reference
API Introduction
API List
API Collection
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Data Tables and Views
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On (SSO)
Two-Factor Authentication (2FA)
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Docs
  3. Virtual Assistants
  4. Builder
  5. Knowledge Graph
  6. Manage FAQs

Manage FAQs

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.

Note: There is a limit of 50k FAQs over 20k nodes to avoid performance issues.

Add FAQs

To add an FAQ, follow the below steps:

  1. On the left pane of the Knowledge Graph window, click the node to which you want to add questions.
  2. Click Add Intent on the top-right.
  3. On the Intent window, under the Intent section, select FAQ.
  4. Optionally, enter a Display Name. This name will be used for presenting the FAQ to the end-users.
  5. In the Add Question field, enter the question that describes the user’s query.
  6. Optionally, if there are alternatives to the same question, add them in the Add Alternate FAQ field. Repeat the step for all the alternative questions you want to add.
  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 (see here for more on patterns).
  8. For each question, you can add terms that will serve as tags in better identifying the question by the Knowledge Graph Engine.
  9. You can set the Intent Status as enabled or disabled for the FAQ intents. The Knowledge Graph will not use the FAQs intents that are in the enabled state. These intents will not participate in the intent recognition process during testing and end-user interaction.
  10. You can also set Term Status 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.
  11. You can also add a Reference Id. This field can be used to add a reference to any external content used as a source for this FAQ.

As you enter these questions, pay attention to terms that you can further add to your FAQ hierarchy. Learn more.

Manage Bot Responses

For the Response, you can compose a simple or complex channel-specific reply. You can use the editor like any other prompt editor in the Platform i.e. messages for dialog nodes, etc, refer here for more. 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.

Note: We recommend you add one response for All Channels so that it can be used in the absence of a channel-specific response.

 

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 Add Extended Response on the top-right of the Bot Response window.

Optionally, you can use Add Alternate Response 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.

Add FAQs from an Existing Source

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.

  • You can use the Knowledge Graph Generator to generate Knowledge Graph from a FAQ list and import it to your VA. See here for the steps.
  • You can use the Import option to import a Knowledge Graph exported from another VA. See here for more.
  • You can use an existing list of Q&As from Knowledge Extraction to populate the Questions and Responses. See here for more.

Move FAQs Between Nodes

You can move one or more Questions and Response sets between nodes in your Knowledge Graph, as follows.

  1. On the Knowledge Graph, click the name of the node from which you want to move the FAQ. The intents associated to the node display on the right pane.
  2. Identify the FAQ that you want to move, and select the checkbox next to it. You can select multiple items.
  3. Drag the FAQ and drop it on the relevant node. The node is highlighted and the FAQ displays on the right pane of the node.

The demo below shows you how this works.

Edit FAQs and Responses

  1. From the nodes hierarchy, select the relevant term.
  2. FAQs associated with the term appear on the right pane.
  3. Hover over the Question or Response to edit it and click the edit icon.
  4. Make changes to the Question or Response and click Save.
  5. You can delete the Question using the bin icon.
  6. Selecting multiple intents lets you delete them in bulk.
Menu