Knowledge documents

In short: Knowledge documents are files you upload so aishaa can use them when answering tickets, for example your returns policy, a manual or a list of frequently asked questions. After the upload, aishaa analyses the document in the background. After that, the agent writing a reply searches the knowledge documents chosen for it by itself, and only uses the parts that fit the question.

Where to find this

Go to Organisation > Intelligence > AI knowledge base. The page is called Knowledge documents. Choose the organisation at the top.

Who: from the Team lead role. The Intelligence menu is shown from the Organisation admin role; a Team lead opens the page through a direct link they get from an Organisation admin. Documents apply per organisation, or to the whole account if you choose so for the document.

The Knowledge documents list with the columns Name, Kind, Status and Last modified, the search bar, the New document button and the menu with Bulk knowledge upload and Refresh.

Which files you can upload

Knowledge documents are always files. You cannot enter a website or URL as a knowledge source; aishaa only reads your own website URL for the organisation information.

Limits:

• A file may be about 244 MB. The page shows the limit in megabytes next to the upload area (PDF, Word, text and other supported formats · maximum … MB). A file that is too large gives the message This file is too large. Knowledge documents may be up to … MB.
• From a spreadsheet, aishaa reads up to 5000 rows and 50 columns per worksheet.

Creating a knowledge document

1. Click New document in the list. The Create knowledge document page opens with the explanation Upload a file and describe when AI should use it.
2. Drag a file to the Drop a document here or choose a file area or click Choose file. aishaa checks straight away whether the file name already exists (Checking whether the selected file name already exists…).
3. Fill in the fields (see the table below).
4. Click Upload and process. You see the message Knowledge document created. and processing starts in the background.

The Create knowledge document page with the upload area, the fields Name, Additional context for AI, User selected kind, the Auto attach when used by AI tick box and the tags.

The fields

You manage the list of allowed knowledge tags under Organisation > General, section Knowledge input, field Allowed knowledge tags. That is also where you find the Knowledge input context field with extra context (terminology, business context and interpretation rules) that aishaa takes into account when analysing each document. See General organisation settings.

Duplicate file names

• If a document with the same file name already exists, you cannot create a new document. You see: A document with this file name already exists. Open the existing document to replace its file.
• If, on an existing document, you choose a file with a name that already exists elsewhere, you see The file ‘…’ already exists and will replace the current document. If that file was deleted earlier, you see The file ‘…’ was previously removed and will be restored and replaced. After saving, you are taken to that document (The selected file replaced another existing document. You have been redirected to that document.).

Statuses and processing steps

After the upload, aishaa processes the document in the background. In the list you see the Status column for each document:

When you open a document, you see the Knowledge base update block with the status (Pending, Processing, Completed or Failed), a progress bar with a percentage and the current step: Waiting, Reading structure, Analyzing, Updating knowledge base, Completed or Failed. In those steps aishaa extracts the text from the file, maps its structure, makes a summary, determines the type and language, and makes the document searchable.

While processing is running, a bar at the top of the list shows, for example, 2 knowledge operation(s) running in the background., 1 operation(s) completed with errors. or 1 operation(s) failed. The list refreshes itself; use Refresh in the menu at the top right to do so manually.

The AI analysis block

On an existing document, the collapsible AI analysis block is at the bottom. It is read-only and shows what aishaa has taken from the document:

An existing knowledge document with the Knowledge base update progress block and the expanded AI analysis block with Effective kind, AI suggested kind, Language, Summary and Retrieval descriptor.

Which agent uses a document

An agent searches the knowledge itself, as often as it needs, and only in the knowledge chosen for it. You set this per agent via Account > Agents, tab Knowledge:

Each document in that list shows whether it applies to the whole account (Whole account) and whether it can be sent as an attachment (can be sent as attachment). See AI agents.

Language and search: every document takes part

The Language field does not determine whether aishaa may use a document. Every knowledge document takes part in the search, whatever language it is written in. A Dutch manual can therefore support the answer to a German question.

• If a document is in the customer’s language, it gets a slight preference. That preference only tips the balance between matches that fit about equally well.
• A document with the value Multilingual is in no single customer language, so it never gets that slight preference. It takes part fully in every other respect.
• You cannot set or override the language yourself. aishaa determines the language while processing the document.

If you want aishaa to use different information in a particular language, create a separate document with that content and give it a clear name and Additional context for AI.

Editing, replacing or downloading a document

1. Click the document in the list, or choose Edit in the row menu (the three dots). The Edit knowledge document page opens.
2. Change the fields and click Save. You see Knowledge document saved.
3. If you want to replace the file, use the Choose a replacement document area. The current file is shown below it as Current file; a newly chosen file as Selected for upload. After saving, the document is processed again.
4. Use the download icon next to the file or Download in the menu at the top right to download the original file.

Back to documents takes you back to the list.

Locking a knowledge document

At the top of the page of an existing knowledge document is the Lock button. Once you lock the document, nobody can edit, replace or delete it any more, not even aishaa and the assistant. Only an Account admin can unlock it again. See Lock configuration.

Retrying after failed processing

If a document shows Failed, click Retry in the list (next to the status or in the row menu) or open the document and click Retry at the top. You see Retry started. The document will be processed again. If processing keeps failing, check that the file is readable and not protected. If it still does not work after that, contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.

Deleting a document

• One document: choose Delete in the row menu or in the menu at the top right of the document page. Confirm in the Delete knowledge document dialogue (Delete “…”? The document will no longer be available to AI.).
• Several documents: click Select in the list, tick the documents and click Delete selected. Confirm in the Delete documents dialogue. Cancel selection takes you out of selection mode.

After deletion, aishaa no longer uses the document. If you later upload a file with the same file name to an existing document, the deleted document is restored and replaced.

Good to know

• A document that is Shared across account can only be edited or deleted by an Account admin. Others see the notice Shared across the entire account and cannot save.
• aishaa never includes the whole document in a reply. For each ticket it chooses the parts that fit the question. Good Additional context for AI and a clear name help with this.
• You can search the list by name. The list remembers your sorting and page size.
• There is no connection with external knowledge bases, websites or shared folders. You upload files, individually or in bulk (see Bulk upload knowledge documents).
• Knowledge documents are not the same as What aishaa knows: there aishaa keeps short facts per topic that it learns from how colleagues improve its proposals.
• You do not have to upload a document in every language. aishaa does not filter documents by language and always writes the answer in the customer’s language, see Translation.

Related

• Bulk upload knowledge documents
• How aishaa processes a ticket
• Organisation information
• AI agents
• What aishaa knows
• Translation
• Lock configuration
• General organisation settings
• Account and organisation: what belongs where
• Files and attachments