Knowledge and interaction

Knowledge answers “What should ELChat know? »

Knowledge is the content you choose as references for a site. The verified sources are:

• exploration of a website;
• an XML or TXT Sitemap;
• documents and tables;
• supported images;
• a text added manually;
• imported pages;
• imported products.

Audio and video sources have not been identified in the current course.

Interactions answer “What does the user ask for or do? »

An interaction can be:

• a question in the widget;
• a message or comment received from a connected channel;
• a click on an CTA;
• opening or sending a form;
• consultation of a resource proposed in a response;
• an action performed in a connected tool.

Interactions fuel conversations and, depending on their nature, measurement events.

How the two come together

When a question arrives, ELChat searches for the useful context in the knowledge of the site. The answer can then:

1. providing information;
2. propose a page, product, document or image;
3. display an CTA;
4. open a form;
5. trigger an authorized capacity or workflow when set up.

Why quality matters

Incomplete, contradictory or obsolete knowledge may lead to an unhelpful response. A large amount of content therefore does not guarantee a better experience.

Use the available quality indicators to follow in particular:

• the overall quality of the assistant;
• the reliability of responses;
• the coverage of knowledge;
• the risk of incorrect response;
• recommendations for improvement.

Good practices

• use a specific title for each resource;
• Avoid duplicates with different versions;
• exclude private or non-response pages;
• replace and reindex a resource when it evolves;
• test real questions after each important addition;
• check that the treatment is complete before concluding that a source is not working.

For a first addition, see Configure First Knowledge.