Bold360 AI maintains a Knowledge Base of questions and answers. When a user asks a question, Bold360 AI looks for a similar question in the Knowledge Base. When a similar question is found, the corresponding answer is returned to the user. If the answer is not in the Knowledge Base yet, the user can escalate it to an agent via ticket or chat.
Bold360 AI uses natural-language-based search to analyze the meaning and the context of the question. During the search process, Bold360 AI looks for a question which has similar meaning and context.
Users ask similar questions in various phrasings. Bold360 AI allows you to associate multiple questions (phrasings) to an answer.
For example, a Knowledge Base which has an answer to the question "Do you sell fruit?" might have the following questions associated with this question:
Accordingly, when the question "do you sell bananas?" is asked, the system will perform the following actions: