Knowledge Sources

You can improve AI responses drafted by AI Assist and AI Agent by identifying various knowledge sources, PDF files and website URLs that can help AI Assist/AI Agent understand your business better. With sufficient material, AI Assist can provide apt responses to customer queries. Before you start using the AI Assist/AI Agent tool, you should test it to verify that the knowledge sources are, in fact, sufficient. If not, you can provide more information by adding more sources.

Click the Knowledge Sources button to manage Knowledge Sources.

Both AI Assist and AI Agent rely on existing knowledge sources; any deleted Knowledge Sources are not used to answer queries.

Step 1: Providing Knowledge Sources

You can add Knowledge Sources to AI Assist/AI Agent by selecting the following options:

• Files: On the Files dialog, drag and drop relevant PDF files and click Upload. You can upload 5 files at a time and up to 50 files in one workspace.

Keep in mind that images are not a good Knowledge Source.

• URL: On the Website URLs dialog, enter the relevant link. When one webpage (with up to three depth links) has been crawled, you can provide another URL for crawling. It is recommended that you give AI Assist enough time to crawl one website completely before sharing another. Since web pages are crawled, and the information is stored as a Knowledge Source, you need to recrawl the website whenever there are updates to the data on the web page.

Data placed in tables is not a good Knowledge Source, and it is recommended that you pre-process it in a non-tabular format before providing it as a knowledge source.

Once a Knowledge Source has been added a notification is sent to inform you about it.

The capacity of your Knowledge Sources (PDFs and URLs) in a workspace is up to 1 million characters.

When you are done sharing your Knowledge Sources, click Done. Refer to the Status column to see what the status of the Knowledge Sources is. The possible statuses are:

• Completed: All the Kowledge Sources have been added.

AI Assist will be able to draft responses based on this Knowledge Source 2 minutes after it has been added to the knowledge source.

• In Progress: The Knowledge Sources are still being added.

• Error: Errors tell you if there is an issue in processing the Knowledge Source. You can eliminate the issue and retry.

Step 2: Managing Knowledge Sources

You can view, edit and delete the Knowledge Sources you provided on the Knowledge Source tab.

Editing the Name

From the ACTION menu, select Edit to edit the name of the Knowledge Source.

Deleting Sources

From the ACTION menu, select the Delete button/icon to delete the Knowledge Source. AI Assist cannot access this knowledge source anymore and therefore, it cannot base responses on it.

Each workspace has a character limit of 1 million characters. If a workspace has exceeded the number of characters (either while adding a Knowledge Source or in an attempt after the limit was met), an error displays.

Knowledge Source Quick Guide

The Quick Guide section shows you how the AI Assist - Knowledge Sources work.

Limitations

• Character Limit Constraint: The crawler's operation is limited by the character capacity of the workspace, which is set at a maximum of 1,000,000 characters (1MB).

• Error Count Threshold: The crawler can handle up to 10 errors per crawling job, with two error types - Timeout Errors and Protocol Errors.

• Page Count Limit: There is a limit on the number of pages the crawler can process, which is set at 10,000 pages.

Exceeding the limitations in the knowledge crawling process (such as character capacity, error count, or page count) can result in a "file empty" errror.