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Knowledge Collection

Making large policy or FAQ documents useful and easily available is always a great challenge. However, Kora’s data ingestion feature allows you to build knowledge from large documents (PDF, doc, csv). Once uploaded into Kora, this FAQ is intelligently processed and sorted to build a Knowledge Collection.

Note: This feature can be accessed solely from the Kora web application.

Access

From Knowledge Portal of your Kora Web application, select the Knowledge Collection section to view or create your own knowledge collection.

  1. The Knowledge Collections are displayed categorized as owned & shared.
  2. Click on any collection to view:
    • FAQs with a response in collapsible tiles – visible to all
    • Source details like name, status, source type, owner, and creation time – visible only to the owners of the collection.
  3. Team admins can create Collections.
  4. For the collection owner, the following additional options are available on hover over the collection:
    • Share the collection with individuals or teams,
    • Build the collection so it is available over Kora search engine,
    • Delete the collection.

Creation

Creation of a Knowledge Collection involves the following steps:

Note: Only Team admins can create Knowledge Collections.

  1. Create a collection and associate it with the appropriate team. Ideally, Knowledge collections contain FAQs related to a specific aspect of the organization’s functionality. For example, HR-related or Finance related. Hence each collection has to belong to a team and can be shared with other teams later.
  2. Extract questions from a knowledge source. This would involve importing the FAQs from an external source like a web site, PDF or CSV file.
  3. Build the extract so as to incorporate it into a Knowledge Collection. This would ensure that Kora can intelligently process and sort the FAQ for efficient retrieval.

Let us look at each of these steps in detail.

Create New Collection

Note: This option is available only for Admins.

  1. From the Knowledge Portal in your Kora Web application, select the Knowledge Collection section to create your own knowledge collection.
  2. Use the Create New button to create a Knowledge Collection.
  3. Give a Name to the collection
  4. Choose a Team to be associated with the Knowledge Collection. Note that a Knowledge Collection can be owned by only one team. If the team you want is not available, create a new team.

Add Extract

For every Knowledge Collection, you need a knowledge source from where to create an extract by adding questions.

  1. Enter a Name for each extract.
  2. Select the source of knowledge (FAQs). It can be:
    • Webpage – the page should be in question and answer format
    • CSV file
    • PDF document

  3. Click Create to complete the process of creating the extract.
  4. Add Questions: The next step would be to add questions to the extract.
    1. Select the Knowledge Collection and switch to the Extract tab.
    2. Select the source from which you wish to add questions.
    3. Select the questions and click Save to add the questions to the extract.

Build Collection

Once you create Knowledge Collection, create Extracts and add Questions, you need to Build the collection to ensure that Kora can intelligently process and sort the FAQ so that the retrieval of the requested information is more efficient.

NOTE: This step would be directed to the Kore.ai bots builder platform. Each of the knowledge collection generates a bot which Kora would access in the background.

  1. Hover over the required Collection and click the Build button to be directed to the Kore.ai Knowledge Collection screens.
  2. As you will notice, all the questions added to the extract will be displayed and these are added to the root node. The following are the various capabilities which can enhance the Knowledge Collection:
    • Use the edit icon to make changes to the question or the response.
    • For each question, you can add an alternate question. These can be used to cover all possible ways in which the user might make this particular query.
    • You can use Add Alternate Response to add multiple responses. The platform will pick one at random when users ask the corresponding question.
    • You can delete a question-answer pair using the delete icon against that question. You can also select multiple questions and use Delete Selected to delete them in bulk.
    • Using the Add Intent button, you can add new questions and responses.
  3. Once you make changes to the Knowledge Collection remember to Train and Publish the same. This will ensure that Kora will find these questions on the user query.

If you are familiar with Kore.ai Bot Builder and it’s Knowledge Graph feature (refer here to know more be aware that all the features mentioned might not be available to you), you can apply the following functionalities:

  • Click on the hamburger menu next to the root to open the knowledge collection ontology screen. Here you can:
    • Add nodes,
    • Move questions to the nodes thereby organizing the collection in a tree-like structure.
    • Set the Term Name and Type
    • Define Traits and Synonyms
    • Manage Context by setting the Intent Preconditions & Context Output