Information regarding the knowledge base intents and recommendations for usage.
Knowledge base intents in general
Knowledge base intents serve as alternatives to the classical, editorial intents. This new form of intents enables the display of individual and dynamic responses. The process bases on generative AI/a large language model.
Compared to the responses displayed in editorial intents, the responses displayed by knowledge base intents are not generically-repetitive. They react dynamically and individually to the specific enquiry submitted by the users.
While the responses displayed by editorial intents are based on the priorly edited response-content, the AI based knowledge base intents use specifically chosen sources. These sources build the knowledge base for the then workin AI-model, generating the response.
At the moment it is possible to submit websites and pdf-documents as named sources. Note, that the sources permanently underlie the redactional authority. However, this does not apply to the specific output in the chat.
The knowledge base intents are activated via the menu in the editor. Klick on knowledge base and select the option to change the intent.
To use the feature a new general contract of use (GCU) between service provider and service recipient has to be closed. All necessary information can be received by contacting our customer-succes-management.
When the intent is changed from editorial to knowledge base, the whole content is lost. It is therefore necessary to save the content of the editorial intent prior to the change. Only this way the restoration via the change log is possible later on.
Resource management
After the changeover, the necessary resources for the knowledge base intents need to be added.
The resources are formative for the displayed responses in the live-chatbot. As soon as a source is not up to date anymore, it has to be changed, to prevent the display of outdated information.
The resources can be added directly in the editor of an intent or via the central tool for resource management.
Decentralized resource management (edit in intent)
Click on the "Add" button on the right-hand side to open the input mask. Adding is done by entering the link (if it is a URL) or by upload/drag-and-drop (for a PDF file). 
The added source(s) appear in the source list. If there are several sources, it is possible to filter by source type. The filter is set by clicking on the PDF or website button. The sources in the intent list form the basis for the answers then played out in the live chatbot.
If the knowledge base is active in several channels, the channel can be changed in the intent via the three-point menu in the editor.
It is then possible to manage the resources individually for each channel, i.e. the use of different resources within a intent, depending on the channel, can be implemented.
Centralized Resource management
To open the tool klick knowledge base in the section editor.
Here all resources of all knowledge base intents are managed centrally.
To add new resources, klick add. Now add the URL or PDF-files as explained above. 
Different to the resources added directly via the editor, the resources added here are not connected to any intent. They have to be added manually, to be accessible for the intents.
To assign a resource to an intent, click on the added resource. Select the option add intent and set the connection. 
After adding the resource, the intent(s) to which it is connected are displayed in the column used in intents. 
By clicking the button the editor of the intent is opened.
If a resource is not needed anymore, it can be deleted. It is necessary to delete the set connections, to delete the resource. 
As soon as the connection is deleted, the button delete resource is colored red and the resource can be deleted. 
A resource must not be deleted. It is sufficient to delete the connection of a resource and the intent, to delete it from the knowledge base. Does the specific resource gain relevance once more, it is sufficient to reactivate the connection.
In the central knowledge base, the channel is changed by selecting the desired channel in the drop-down menu in the top right-hand corner. The sources are then managed as described, whereby the adjustments only relate to the selected channel.
Knowledge base intents: Best and worst use cases
Knowledge base intents are primarily used to reduce the editorial effort involved in creating answers. They are therefore generally suitable in areas where high editorial effort meets low enquiry volumes (so-called long-tail enquiries).
For intents with a higher volume of enquiries, an evaluation of the response documentation is necessary beforehand. If the documentation is good, the knowledge base intents are also suitable here.
Knowledge base intents are also suitable where the answers are very repetitive and good documentation exists at the same time.
However, knowledge base intents are unsuitable where the answers are dynamic and based on complex documentation, e.g. questions about individual product KPIs.
Knowledge base intents are also unsuitable if the answer contains sensitive information, e.g. for dosages of dietary supplements or for information about the product.
Finally, a knowledge base intent is not recommended if only minimal editorial effort is required to create an answer.
It is possible and advisable to point out to users at the beginning that the chatbot plays out the answers based on/with the help of generative AI.