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Learn how to put your knowledge base to work in NLX

Knowledge base content is useful for responding to user utterances that would not be a match to a flow but are common questions or requests for information that you want to support.

You may choose to assign your knowledge base as the default process whenever an utterance is logged as "unknown" (i.e., unmatched to a flow), or strategically invoked in a flow when an utterance results in a "No match" on any user-type node.

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Option 1: Assign to application

For any user response that your conversational AI cannot understand, the input will be checked against the knowledge base assigned to your application. Best for simple integrations of knowledge base content. For more advanced setup and to support in-line citations, check Option 2.

Queries that cannot be matched to content in your Knowledge base triggers the application's Fallback response.

• Navigate to an application in your workspace > Click the application's Default behavior tab

• Under Unknown behavior, toggle from Quick replies to Knowledge base

• Select your Knowledge base from the dropdown

• Click Save

• Create a new application build and deploy through the application's Deployment tab to experience your new knowledge base

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Option 2: Invoke in flow/Custom flow

At key points in a conversation flow(s), you may decide to include a Knowledge base node to handle unmatched queries. You may also create a custom flow that checks one or more Knowledge bases when your application's Unknown behavior is triggered. Whether you decide to use a single centralized flow or decide to place Knowledge base nodes throughout different flows in your application, use of the Knowledge base node supports in-line citations in its responses.

Queries that cannot be matched to content in your Knowledge base eject out of the Knowledge base node's Failure edge.

• Navigate to Flows in the workspace menu > Select a flow

• Add a Knowledge base node to the Canvas > Provide a name for reference locally in the flow
• Assign a Knowledge base implemented in the workspace to the node

  • If you have provided Metadata to your Knowledge base, you may enter IF comparator statements = to provide a filter(s) whenever the node is hit
• Link a Basic node from the Knowledge base node's Success edge > Enter the placeholder name given and the answer {"yourKBname".answer} as a message on the Basic node

• Proceed from the Basic node to the rest of your flow or redirect to another flow

• Click Save

Create an application build with your flow and deploy to make your knowledge base live to users.