GS KB Articles

What are the best practices for managing a knowledge base?

Follow these best practices and guidelines to build a knowledge base that knowledge base managers can work with efficiently and where customers can find answers to their questions with ease.

Bold360 AI offers various options you can use to optimize your content:

  • Links to connect related articles to each other for easier findability
  • Labels to organize content in your knowledge base and group articles in the support center
  • Phrasings to make sure readers find relevant content when they use wordings other than the intent
  • Synonyms to cover similar words thus minimize the number of phrasings
  • Context to keep internal and external content separate, offer different escalation channel options based on customer type and so on
  • Article variations to create alternative answers to the same question for different audiences
  • User groups and permissions to provide access to a specific knowledge base or a subset of one
  • Content management workflow to ensure the quality of the content
  • Search Optimizer to help knowledge base managers follow up on customer voices and improve content and phrasings

What are the best practices for labels?

You can increase productivity using labels because you can save time looking for content. Organizing the content helps to keep the content grouped together per owner which in turn also creates easy accountability when filtering the reporting data by label.

When creating and applying labels to articles, keep in mind the following:

  • It?s best to use labels based on how you group content and assign content-related tasks internally.
  • It?s good practice to use a label for conversational articles and articles that include videos to easily find them.
  • To have control over what articles are presented in the FAQ, use a specific label for FAQ articles.
  • To create channeling policies and reports for certain articles, use the same label for them.

What are the best practices for phrasings?

When creating phrasings, remember the following:

  • Search works best with phrasings that are
    • to the point
    • three to eight words long
    • simple sentences
    • formulated as a question
  • Use phrasings that are unique to a single article to ensure the accuracy of search results.
  • Increase variety in the wording of phrasings? as the search algorithm looks at the combinations of the different terms used across all phrases in the article.?
  • Use negative phrasings when you have articles with almost identical titles and substantially different content.
  • Use synonyms instead of phrasings to cover words that are close in meaning.
  • Add up to 10 phrasings for an article.
  • Use the full term in the title and add acronyms as phrasings.
  • Use entities to turn your data into smart chatbot conversations.
  • When leveraging voices to create new phrasings, clean up the voice, for example, remove typos, redundant words and shorten long sentences to improve the appearance of phrasings in autocomplete.?

What are the best practices for synonyms?

Keeping a large list of synonyms helps improve the Bold360 AI Natural Language Processing (NLP) algorithm.?

When creating synonyms, remember the following:

  • Use narrow synonyms. If a synonym is too broad, it negatively impacts search results and it is difficult to identify the root cause.?
  • There?s no need to capture typos as the NLP algorithm automatically corrects them.
  • Create synonym groups for common abbreviations of a word.
  • Add synonyms that are specific to your business.
  • Use synonyms for acronyms and word combinations of two or more words.

How to use the knowledge base launchpad

Use the knowledge base launchpad to create a knowledge base quickly and easily.

Note: The knowledge base launchpad is not available by default, it must be enabled for the knowledge base on account level. For more information contact your Customer Success Manager.
  1. In the AI Console, go to Knowledge > Launchpad.
  2. Select one of the predefined packages depending on your business needs.

    Result: Once you select a package, a list of articles appears.

  3. Review and modify the articles as required.

    You have the following options for each article:

    Table 1. Options for knowledge base launchpad articles
    Option Description
    Live This option controls whether the article is imported to the knowledge base in online or offline state. All articles are set offline by default. If you set an article live, it will be immediately available on touchpoints once you launch the article.
    Article Title Displays the article title and the number of phrasings available for the article. Select the number to see the phrasings.
    Content The body of the article. You can add the content you want to present as a response to the question that is in the Article Title.
    (Delete) This option enables you to delete specific articles from the list.
    (Launch) With this option you can launch a specific article.
  4. Optional: Add new articles as you see fit.
  5. Launch all articles using the button at the bottom or launch articles one by one.
    Note: Once you launch a package in a knowledge base, it can't be launched to the same knowledge base again.
The articles you launched are available in your knowledge base under Knowledge > Articles.


Bold360 21.10 Release Notes

Bold360 21.10 release notes

Bold360 version 21.10 contains the following new enhancements:

Enforcing HTTPS and removing HTTP across widget scripts

Going forward, there will no longer be an option to choose (non-secure) HTTP-only connections when generating widget touchpoint scripts. HTTPS will be enforced across all touchpoints going forward and HTTP-only widget configurations will no longer be supported as of December 31, 2021. Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted

Access to the Genesys DX AI management (* will only be accessible through HTTPs

In-product announcements will be present to raise awareness of this change

Important: Any widget script using HTTP only will need to be changed by this date in order to continue uninterrupted.

In-Product Rebranding

As part of the transformation to Genesys DX, the product interfaces are now rebranded to reflect this change. Logos, product names, and company links are now updated to Genesys branding and is present within each of the product interfaces.

getEstimatedWaitTime API call

Using the "getEstimatedWaitTime" API call will provide the estimated wait time that the visitor would spend waiting before starting a live chat with an agent.

Details on using this API can be located in this article.

Bold360 21.11 Release Notes

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.