Knowledge base & deflection — found from sitemap — LivePerson

Cited by

Facts read from this source

• Kb any type supported Report an error

  “You can use any type of knowledge base in KnowledgeAI™ as a recommendation source in Conversation Assist.”

• Rich content external limitation Report an error

  “"Rich content" answer recommendations aren't supported if the knowledge base is external (without LivePerson AI).”

• Enriched answer mix limitation Report an error

  “A single rule can't contain a mix of knowledge bases that enrich answers via Generative AI and knowledge bases that don't do this.”

• Config propagation time Report an error

  “It takes up to 3 hours for changes in Conversation Assist configuration to take effect.”

• Kb visibility Report an error

  “You can create and use any type of knowledge base, and the knowledge base can be public or private.”

• Rule requires skill Report an error

  “Select the Conversational Cloud skills that you want this rule to apply to. You must specify at least one skill.”

• Skill single rule restriction Report an error

  “A skill can be used in only one knowledge base rule.”

• Rule addon required Report an error

  “You must define at least one rule add-on because, at a minimum, that’s where you specify the knowledge bases to use in the rule.”

• Addon evaluation order Report an error

  “At runtime, the add-ons are evaluated in order, and only the first one that’s matched is executed.”

• Recommendation offer locations Report an error

  “In conversations only In On-demand widget only In conversations and in On-demand widget”

• Inline setting precedence Report an error

  “Keep in mind that agents only receive recommendations in conversations if the Inline recommendations setting on Conversation Assist's Settings page is turned on. That setting takes precedence over all knowledge base rules.”

• Articles without enrichment Report an error

  “If you don’t intend to use the articles to generate an answer that’s enriched via an LLM and Generative AI, then only 1 article is retrieved from each knowledge base.”

• Query contextualization language limit Report an error

  “queries that are not in English are not enhanced”

• Enriched answers per kb Report an error

  “The system always returns 1 enriched answer per knowledge base.”

• Enrichment prompt library Report an error

  “Enrichment prompt: Select an enrichment prompt from the Prompt Library.”

• Query order change not possible Report an error

  “No, currently this isn’t possible.”

• Rule scoping agent groups Report an error

  “You assigned a skill to the rule, but you can further limit recommendations from the knowledge base to specific Conversational Cloud agent groups and/or profiles.”

1 fact read from this page is not shown because it could not be confirmed on the page as captured.

Scores citing this record

• The Agent Advocate Knowledge base & deflection
• The Data Protection Officer Knowledge base & deflection
• The Shop Operator Ticketing, queues & SLA
• The Shop Operator Knowledge base & deflection
• The Integrator Knowledge base & deflection
• The Skeptic Knowledge base & deflection
• The Support Lead Knowledge base & deflection