Read more on the feature here

Knowledge Items

Fini Knowledge Items is centralized knowledge for your AI agent. It allows you to consolidate all your macros, question-answer pairs, and similar questions in one centralized location.

The below guide is divided into five sections:

  1. Default bots
  2. Knowledge Item Creation
    • Create knowledge (question, answer, instructions)
    • Metadata (Keywords, categories, escalation, similar questions)
    • Select bot
    • Statuses
  3. Edit Knowledge Items
  4. Filter Knowledge Items
  5. Delete Knowledge Items

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Define Default Bots

First step is to define “Default bots” (one or multiple) for your knowledge items. By default all new knowledge items will be added to default bots.

Note: You will have the option to change bot selection for every new knowledge item

Step 4 screenshot

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Select bots & Save your selection

Step 5 screenshot

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Knowledge Item Creation

1

Click on Knowledge Items

Step 1 screenshot

2

Click on Create new

Step 7 screenshot

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Create knowledge

In this section you will create the knowledge by adding question, answer, and instructions

1

Add your question

Step 8 screenshot

2

Add your answer

Note: For situations when the answer is complex (eg: multi-step answer, scenario based answers), it’s better to add splitters (##, Steps etc.) to format the answer Step 10 screenshot

3

Add instructions

This field is helpful when you want to give instructions to the bot specific to the knowledge item. For eg: In this specific case we want the bot to escalate this conversation only after the 2nd step when it says it will connect the user with a human agent. Step 9 screenshot

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Knowledge Metadata

In this section you can add metadata including - Keywords, Categories, Escalation & Similar Questions

1

Add Keywords

Adding keywords make it easier for the AI agent to connect user queries with the knowledge item Step 11 screenshot

2

Add Category

Fini leverages AI to categorize all incoming queries. When a response includes a specific knowledge item, we’ll automatically tag it with the corresponding category. This helps you gain valuable product insights in the Analytics tab. Step 12 screenshot

3

Add Subcategory

For more granular categorization Step 13 screenshot

4

Select escalation value

Mark this as TRUE if you want the bot to escalate for this knowledge item Step 14 screenshot

5

Add similar questions

Users can ask questions with different business context, which can confuse the AI agent. Adding similar questions helps the model better understand the intent and provide the right answer in various scenarios. Step 17 screenshot

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Knowledge Status

In this section you can define the status for a knowledge item

There are 3 possible statuses

  1. “Live” so that Fini can start using it straight away

  2. “Draft” if you know you’ll have to work on it

  3. “In review” in case there is someone who needs to approve the final version.

Fini won’t use a Knowledge item unless the status is set as LIVE

Step 18 screenshot

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Select Bot and Save Knowledge

In this section you can learn how to change the bot and set your knowledge live

1

Select bot

Select the bot you’d like to add your knowledge item to. If no selection is made, the default bot will be used. Step 19 screenshot

2

Save Knowledge

Once you’ve completed the Knowledge Item setup you can click on Save Knowledge and wait for the system to process it. It typically takes 30 seconds Step 20 screenshot

3

Knowledge Item creation in progress

The orange dot indicate that KI is being added to the Knowledge of the bot Step 21 screenshot

4

Knowledge Item is live

As soon as the dot changes it’s color to green it means that the bot training process is complete Step 22 screenshot

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Edit Knowledge Items

Click on the edit icon or double-click on the row that you want to edit

Step 23 screenshot

Once you enter the knowledge item, you can make edits to any section and click on “Save knowledge”

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Knowledge item history

In this section you can easily see

  • who and when has created the Knowledge Item
  • and who and when has made some updates

Step 24 screenshot

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Filter Knowledge Items

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Filter by Bot

Here you can select the bot for which you want to filter the knowledge items on

Step 2 screenshot

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Metadata Filters

You can filter knowledge items by:

  1. User (Who has created the KI)

  2. Status (Live, In Review, Draft)

  3. Number (of the KI on your account)

  4. Question (can be a part of the question, or just a word)

  5. Category

  6. Subcategory

  7. Keyword

  8. Escalation (yes or no)

  9. Answer (can be a part of the answer, or just a word)

Once you’ve applied all of the filters, you will see all of the knowledge items that match these filter criteria

Step 3 screenshot

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Delete Knowledge Items

If you don’t need a specific knowledge item in future, instead of changing it’s status to draft / in review you can simply delete the whole row.

1

Click on the bin icon

Step 4 screenshot

2

Click on Delete Item

Step 6 screenshot

You’ve now successfully delete the knowledge item.

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Congratulations!

You’ve now mastered the essential functionalities of Fini Knowledge Items. By following this guide, you have learned how to create, edit, find, and manage Knowledge Items effectively. Remember, the more organized and detailed your Knowledge Items are, the more efficient your customer support will be.

Utilize the features such as keywords, categories, and similar questions to enhance the accuracy and relevance of the responses provided by your bots. Regularly review and update your Knowledge Items to ensure they remain up to date.

If you have any questions or need further assistance, don’t hesitate to reach out to us at hello@usefini.com. Happy knowledge managing!