Chapter 10: Advanced AI Integration & Implementation -- 10.14 Knowledge Base Development¶
10.14 Knowledge Base Development¶
10.14.1 Knowledge Base Specification¶
| Attribute | Value |
|---|---|
| Name | Abhavtech_Support_KB |
| Total Articles | 125 |
| Languages | English (125), Hindi (45 priority) |
| Categories | 5 |
Article Distribution¶
| Category | Articles | Description |
|---|---|---|
| Product_FAQs | 50 | Product features, specifications, compatibility |
| Troubleshooting_Guides | 30 | Step-by-step diagnostic procedures |
| Policies_Procedures | 20 | Returns, warranties, escalation paths |
| Billing_FAQs | 15 | Payment methods, invoicing, disputes |
| Company_Information | 10 | Contact info, locations, hours |
10.14.2 Knowledge Base Integration¶
The KB integrates with both Virtual Agent and Agent Assist:
Virtual Agent (Dialogflow CX): - Webhook queries KB for troubleshooting steps - Returns article content for VA to read to customer - Tracks which articles were referenced
Agent Assist: - Real-time article suggestions based on conversation - Agents can search KB manually - Usage analytics for continuous improvement