We expect the chatbots, voicebots and virtual assistants we use to provide us with accurate, up to date and honest answers. These answers must be gotten from somewhere, and that somewhere needs to be a reputable and verifiable source.
Knowledge bases (KBs) are the foundation that enable chatbots, voicebots and virtual agents to share information with billions of people all over the world.
A new era of knowledge bases
Just as there is a new era of conversational AI, driven by rapid advances in technology, the consumerisation of large language models (LLMs), and the explosion of content generation, there is also a new era of KBs which have shifted them from a static state to one that is dynamic.
The days of KBs containing only manually curated content, that is updated occasionally, have passed. Delivering on consumer demands and experience expectations of today’s chatbots, voicebots and virtual assistants can only be met with dynamic, data-driven KBs. These modern KBs take data from multiple external sources, in real time, and can ingest and process the content in milliseconds. This has made it possible for hyper-personal, highly accurate and transparent chatbot, voicebot and virtual assistant interactions with customers.
The new era KB is enabling effective conversational AI, creating more intelligent chatbots, voicebots and virtual assistants that can meet the increasing expectations of customers and delivering better brand experiences.
Knowledge bases 2.0 and Conversational AI
AI powered agents such as chatbots, voicebots and virtual assistants rely on KBs for their intelligence.
The number of external sources to integrate and synchronise with KBs to ensure the most accurate, up to date and personal interaction is extensive. From CRM platforms, ERP systems, product information management (PIM) databases, and inventory management, to search engines, websites, messaging platforms and communication tools and ticketing and helpdesk systems, all contribute to enabling more personalised and relevant customer and employee experiences.
KBs also need to integrate with authentication and identity providers, LLMs/AI platforms, analytics and logging tools, and APIs for domain specific use cases. This integration and synchronisation brings together internal and external data sources, creating a KB that is dynamic and ensures accurate and up to date content. .
V-Studio platform – the home for dynamic data-driven knowledge bases
Creative Virtual’s V-Studio platform has all the tools for the synchronisation and handling of disparate external sources that brings together internal and external sources so organisations can answer customer questions accurately, transparently, and consistently.
The ability to bring these sources together, real-time, transforms the KB from static to dynamic and enables the creation of the next generation of conversational AI solutions; secure, personalised, precise, and context aware.
KBs managed in V-Studio, are automatically linked to the governance and compliance protocols that are determined by an organisation, and that govern its workflows. At all times an organisation is in control of the KB and can set the synchronisation frequency, embed conflict resolution strategies to maintain chatbot, voicebot and virtual assistant integrity and performance, and make decisions on the blend of curated and generative AI use.
Why dynamic knowledge bases?
Customers expect that the digital conversations they have with a company will be accurate, transparent, and relevant. They want to be answered immediately, and with the most up to date information. The depth of content that makes up the KB directly affects the responses of a chatbot, voicebot or virtual agent in terms of:
- Accuracy
- Context understanding
- Speed of reply
- Brand consistency
- Omnichannel support
Creative Virtual’s conversational AI solutions leverage the dynamic, data-driven, real-time KBs in V-Studio, enabling chatbots, voicebots and virtual assistants to:
- Deliver personal responses by tailoring answers based on customer history, preferences, and real-time context
- Handle complex conversations by going beyond scripted answers to address multi-faceted, multi-turn questions, that involve retrieving information from multiple data sources
- Reduce escalation rates by solving more queries and answering questions correctly and freeing agents for higher-value tasks
- Enhance user experiences by providing fast, accurate and trustworthy answers, building confidence and satisfaction and growing brand loyalty
More intelligent customer interactions
Organisations serious about customer service and great customer experiences must partner with conversational AI providers who can manage the integration to multiple disparate data sources with internal sources.
Conversational AI solution providers must have both experienced KB engineers and technical understanding to leverage emerging technologies that promise even more intelligent, context-aware, and proactive customer interactions. Creative Virtual is such a provider.
Dynamic KBs are the key to human-centric support experiences that meet customer expectations in a digital world. The full potential of AI-powered chatbots, voicebots and virtual assistants is inextricably linked to the quality of your KB.
