Your knowledge base is crucial for GenerativeAgent to provide accurate and contextually relevant responses to users. You fully control what articles are included with GenerativeAgent.

Manage the knowledge base within the ASAPP dashboard.

GenerativeAgent’s Knowledge Base is designed to hold information that GenerativeAgent can use to answer customer questions. Customers may ask direct questions like “What is the return policy?” or express confusion that implies a question like “I don’t understand what ‘eligible for store credit’ means”).

GenerativeAgent reads a customer message and decides if it should check the Knowledge Base to provide helpful information, even if a questions is implicit. If the message implies a question, GenerativeAgent searches for its response in the Knowledge Base.

To give GenerativeAgent access to your Knowledge Base, you need to:

  1. Import your knowledge base into ASAPP
  2. Deploy knowledge base articles

We do not recommend to directly upload an internal agent-facing kowledge base to the GenerativeAgent Knowledge Base.

GenerativeAgent’s Knowledge Base is meant for GenerativeAgent’s use. Instructions meant for agents are better suited to task instructions.

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Step 1: Importing your Knowledge Base

To enable GenerativeAgent to reference your knowledge base, you need to import it into ASAPP:

  • Navigate to GenerativeAgent > Knowledge
  • Click “Add content”
  • Select between:
    • Import from URL
    • Create Snippet

To import content from a webpage:

  1. Choose “Import from URL”.
  1. Paste the URL in the “Provide URL” page.
  2. Optionally, add URLs to exclude in the “Excluded URL” grid.
  3. Click “Import content” to start the process.

New resources are uploaded as drafts. Review and deploy them to either Sandbox or Production.

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Step 2: Deploy your Knowledge Base

Once imported, you need to deploy your Knowledge Base into different environments for GenerativeAgent. This includes reviewing and approving changes. This is crucial as changes to the content in knowledge base may impact how GenerativeAgent responds to your users.

Deploying Knowledge Base occurs as part of the general GenerativeAgent deployment process.

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Optimizing GenerativeAgent’s Use of Articles

Improve GenerativeAgent’s performance with these features:

  1. Query Examples: Add typical customer questions to ensure relevant content retrieval.
  2. Additional Instructions: Provide context and clarification for each piece of content.

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Adding Query Examples

  1. In the “GenerativeAgent Instructions” column, click “Add query example”.
  2. Enter common customer questions.
  3. Add multiple queries as needed.

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Providing Additional Instructions

  1. Click “Add Instruction”.
  2. Write a clear description in the “Clarification” field.
  3. Provide an example response.

Use Additional Instructions to guide GenerativeAgent’s behavior, including preventing unwanted responses.

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Filter with Metadata

You can enhance GenerativeAgent’s understanding of your articles by adding metadata. Add metadata onto an article, and for the relevant tasks, add the metadata filers.

When GenerativeAgent follows that task, it will query the Knowledge Base with those metadata filters. This enables you to focus GenerativeAgent’s to only look at the relevant articles.

It is recommended to store task-related information in the Knowledge Base with metadata tags.

To add metadata to an article:

  1. Navigate to the article.
  2. Click “Edit Metadata” to open the Metadata Window.
  3. Add or remove keys as necessary.

You can use metadata to ensure certain articles are only used by specific tasks. If an Article and a Task have the same metadata tags, GenerativeAgent will filter and only use that specific relevant information during a conversation.

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Search with Metadata Filters

Apply additional filters to a search with the “Add filter” Button to retrieve and manage Articles in bulk.

Available filters include:

  • Content Source Name
  • Content Source Type
  • First Activity Range
  • Created By
  • Last Modified By
  • Deployment Status
  • Metadata

You can select and apply multiple filters.

The selected filters combine using “AND” operators for precise search results

Search results and applied filters continue when navigating back to the Knowledge Base list from an Article

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Preview

Test GenerativeAgent’s use of your Knowledge Base:

  1. Click the eye button next to “Deploy” to access the Preview User.
  1. Start a conversation to see how GenerativeAgent uses your content.

For more information on the Previewer, see the Previewer guide.

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Next Steps

After adding your knowledge base to ASAPP, explore these additional integration topics:

Connecting Your APIs

Integrating GenerativeAgent

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