The Knowledge Base allows you to add various sources of information in different formats to improve your Conversational App’s ability to answer end-user questions accurately. In this guide, we'll walk you through the steps to add sources and manage them effectively.
What are knowledge sources?
Knowledge sources are the files or URLs that contain the information your conversational app uses to respond to end-user queries accurately. When a user interacts with the app, it references these knowledge sources to provide helpful and informed answers.
Currently, knowledge sources can be added in the following formats:
PDF (.pdf)
Word Documents (.docx)
Text Files (.txt)
Excel Sheets (.xlsx)
CSV Files (.csv)
URLs (https://webpage.com)
By using a mix of file types and URLs, you can create a comprehensive and current knowledge base to enhance the quality of your conversational app’s responses.
Accessing the Knowledge Base
To access the Knowledge Base, follow these steps:
Log into your Hubtype Dashboard: Start by logging into your Hubtype account.
Navigate to the AI section: The AI section is located in the navigation bar on the left side of the screen.
Access the Knowledge Base: Depending on the status of the navigation bar, here’s how to find the Knowledge Base:
Collapsed Navigation Bar: If the navigation bar is collapsed (showing only icons), click on the brain icon or hover over it and click on “Knowledge Base”.
Expanded Navigation Bar: If the navigation bar is expanded, simply click on “Knowledge Base”.
Once you have access to the Knowledge base, you will arrive to a screen indicating no sources have been added yet if it's your first time using it.
Adding a New Source
1. Click the “Add Source” button in the top right-hand corner or the one from the center of the screen.
2. A pop-up will appear, offering two options:
Add File: Upload a file in formats such as `.pdf`, `.docx`, `.xlsx`, or `.txt`. The file size should not exceed 10MB.
Add URL: Provide the link to a webpage that contains the information you want to include.
Naming and uploading a source
After selecting the source type you want to include, the modal will provide you the options to include its name, upload a file or include a URL. Follow this steps to configure the source and upload it to the knowledge base:
Enter a descriptive name for your source (e.g., "General FAQs" or "Return Policy"). This will help you identify it later.
If you've selected file, you can upload your file by dragging it into the upload area or browsing in your computer.
For URLs, simply paste the web link into the provided field and select the country from which you want to gather the content.
Once you've filled out the details, click Save to finalise the addition of the source.
Files
URLs
Common errors when adding a source
When defining the name, uploading a file, or including a URL in the Knowledge Base, you might encounter some common errors. Here's a breakdown of potential issues and how to resolve them:
Source name already exists
Each source must have a unique name. If you try to create a new source with a name that already exists in the Knowledge Base, the system will prevent this to avoid duplicate entries.
Error Message: Source title already exists.
Resolution: Modify the title by adding a unique identifier or description to distinguish it from existing sources.
Title already exists
Invalid URL Format
When adding a URL, the system requires a valid, complete URL format (i.e., starting with `https://`). If you do not provide a proper URL format, you'll receive the following error:
Error Message: Invalid URL format (Expected format: https://websitedomain.com/example.html)
Resolution: Ensure that the URL starts with `https://` and follows the expected web format.
Invalid URL format
Duplicate URL entry
If you attempt to add a URL that has already been used as a source in the Knowledge Base, the system will not allow it. The system recognizes that this URL has already been processed.
Error Message: This URL is already in source [source_file_name]
Resolution: Use a different URL or check if the URL is already added under another name.
URL already used
File size exceeds the limit
When uploading a file, the system enforces a file size limit of 10MB. If your file exceeds this limit, you will see an error message.
Error Message: The file exceeds 10MB. Please upload a file no larger than 10MB.
Resolution: Compress the file or reduce its size before uploading. Only files under 10MB are allowed.
File too large
Error when adding a source
If an error occurs while adding a source, an error message will appear.
Error Message: Failed to add General FAQs source. Please try again later or contact support at support@hubtype.com.
Resolution: Wait a few minutes and try uploading the source again. If the issue continues, contact support at support@hubtype.com, and we will assist you in resolving the problem.
Error when adding source
By addressing these common errors, you can ensure that the Knowledge Base functions smoothly and your sources are uploaded or linked correctly.
Managing Sources
Once added, your sources will be displayed in the Knowledge Base section. You can see information such as the last update date and the type of source (file or URL). Here are the options you have:
Sync: For URL sources, click the Sync button to ensure the conversational app is using the latest version of the webpage.
Version History: Click on the Version History icon to see the past versions.
Download: For file sources, click the Download icon to download the current version of the file.
Open: For URL sources, click the Open button and the webpage will be opened in a new browser tab.
Delete: Click the pencil icon to edit the source or click the trash icon to delete the source if it's no longer needed.
Best Practices
To ensure your conversational app delivers accurate and up-to-date responses, follow these best practices when managing your knowledge sources:
Keep sources updated
Synchronise URL sources: If the content on a webpage has changed, make sure to synchronise your URL sources regularly so that the latest information is available to the conversational app.
Update file sources: Upload updated versions of files (PDF, Word, etc.) whenever the information they contain changes, ensuring your conversational app is always referencing the most current data.
Add multiple sources: Add different types of knowledge sources, such as FAQs, policy documents, and support guides, to give your app a broader range of information to pull from when answering questions.
Structure information effectively
Create separate sources by topic: For easier updates, consider creating distinct knowledge sources for different topics (e.g. returns, product information, shipments). This way, you can quickly update specific information without affecting unrelated topics.
Organise sections in larger sources: If you prefer to keep all information in a single knowledge source, ensure that the content is well-organised into sections, clearly divided by topic (e.g. returns, shipping policies, product specifications).
Provide clear and detailed information
Avoid assuming complex associations: Ensure that each section of the knowledge source provides detailed, standalone information. Do not assume the AI will make complex relationships between different sections to form a response.
Avoid tables: Tables are not processed effectively by the AI. Instead, rewrite the table data as sentences or paragraphs to ensure the content is understood properly by the chatbot.
Review website exports for hyperlinks: When exporting content from a website to include in your knowledge sources, be aware that hyperlinks may not copy correctly. Review the text to check for broken references and ensure no critical information is lost.
Maintain context within paragraphs: Keep context intact within each paragraph or section. The more context you can include, the more accurate the AI’s responses will be. It is better to repeat key information rather than rely on the AI to reference or link to another part of the document.
