Search and reply to knowledge base articles

Search and

Overview

The FIRST LINE conversation script feature can not only automatically handle customer dialogues, but also provide prebuilt knowledge base articles to help customers find answers on their own, thereby reducing reliance on human agents and saving labor costs. In addition, you can change the "Search Knowledge Base" action to "FIRST LINE AI"; by integrating FIRST LINE's AI capabilities, you can further refine dialogue content and search results, making communication more natural and efficient.

How should this be planned?

To effectively use this feature, when creating conversation scripts, it is recommended that you refer to the "Apply Example" and the [Search Knowledge Base Articles] example.

This example will guide you on how to design a conversation flow that allows customers to intuitively perform knowledge base searches. Furthermore, you can combine FIRST LINE's AI features to optimize dialogue content so responses better match customer needs and improve communication efficiency and satisfaction.

According to the example, we can try dividing the flow into two branches: left ① and right ②, as follows:

① Transfer to human agent

When the customer clearly understands the inputTransfer to humankeywords that can directly find a human agent, it facilitates and speeds up the call-in process.

1. Event:Select "Transfer to human agent", enterTransfer to humanas the criterion for directing the session to be handled by customer service staff.

2. Exit:The action that transfers the customer into the system; you can also specify that this conversation script be assigned to a specific specialist.

② Search knowledge base

This part goes to search the knowledge base, where the bot judges the keywords entered by the customer and searches the titles in the publicly created knowledge base articles for matches to automatically reply, making it convenient for customers to self-query issues.

1. Event:Select "Customer message matches", enter * as the judgment for any message, and set the "Save customer message as memory variable" field to message, which means the customer's reply will be stored as the message variable.

You can name the variable yourself; here we use messageas the variable name for easier identification.

2. Action:Select "Search knowledge base articles", put the message variable into the one created in the previous actionmessage, and enable the feature to send search results as messages, as well as set a reply message when no article is found; you can also restrict searches toarticles in specified categories, savewhether any article was found into a variableand other advanced functionality.

3. Action:Select "Send options", and setTransfer to specialistoption. Although the flow is complete here, when the customer sends the next message they will re-enter the script; making this setting allows the customer, if they still can't find the correct answer and want to transfer to a specialist, to choose to send "Transfer to specialist" as the first message when entering the system, which directly triggers another① Transfer to human agent (left)keywords as the criterion for directing the session to be handled by customer service staff.

Result confirmation

Whether or not the correct knowledge base article is found, this flow will have ended after the bot sends the [Transfer to Human] button. When the customer sends the next message, they will re-enter the script, so after the customer presses the transfer-to-specialist button it will be directly judged as the above ① call-in as shown below

If the keyword is entered directly, it is ② continuing to search knowledge base articles, and so on.