Setting up Knowledge Base Articles to be AI Friendly
Articles can be uploaded to train the Zia Answer Bot, an AI resource designed to pass along information to Agents after a question is posed.
The Answer Bot will only source information from your Knowledge Base. This allows us to control the information the AI can source, preventing misinformation to be displayed.
When uploading articles, you should be aware of the following limitations -
The AI cannot read any article having more than 200,000 characters.
Currently, any industrial instrument will need to be uploaded with each clause as a separate article. We have asked Zoho to provide a solution for uploading larger documents. This article will be updated after that solution has been delivered.
If copying from a PDF or a web page, that information should be copied to a Word or a txt file, then imported using the Import icon shown to the left of the Publish button at the top of the page.
Best practices -
Titling your articles - To ensure your articles are easy to source, the title should clearly reflect the content found in the article. You can phrase the title as a question to assist the AI as this is how most agents phrase their prompts when using the Answer Bot.
Setting up tags - Tags are phrases inserted into the document which the AI uses to find relevant articles more efficiently. When setting up a Knowledge Base article, the section to set up the tags can be found in the right-hand panel of the screen.
Tags should be no longer than two to three words long and should always be related to the content of the article. You should use a combination of general and specific terms to enable the AI to find the article.
Assigning A Category to your Article - Before publishing your article, you should assign it to a category to make it easier for your colleagues to find.
On the right-hand side of the page, click the Article tab
Under the Category heading, chose the most relevant category for your article to be displayed.
Display Permission - To ensure everyone in the team can read your article, go to Display Permissions and click All users
Once you have finished, click the Publish button at the top of the page.
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