Novomind iAGENT Chat offers the option to integrate a novomind IQ knowledge base (KB) so that the knowledge used for communication with the client by the virtual agent is also available for use in live chat. The administrator carries out the integration process, which is described in the installation manual.
The knowledge base is searched for keywords contained in the customer’s text message, and any matching answer found is then displayed in the agent response area. In addition to text replies, push links can also be determined which are displayed above the suggested answer. The agent then has the option of sending the message as suggested or changing the answer text or deleting the text and push link.
If the agent has already formulated their own reply, they can still fall back on the suggested answers from the KB by clicking on the relevant customer message (1), for which the reply was found. The answer is then displayed (2) and can be transferred to the agent response (3) area with a simple mouse click.
If the agent requires additional information not queried by the customer (e.g. because they would like to be prepared for a subsequent topic), they can search for the topic on the Knowledgebase tab and have suitable results displayed. For this purpose, the term, the question or a certain keyword is entered in the provided text field and confirmed with [ENTER]. Afterwards the best answer suggestion is displayed in the search window, possibly supplemented by a push link. The result can also be inserted into the agent response area with a mouse click and sent.
For both cases of KB integration – manual knowledge search on the one hand and automatic determination of answer suggestions on the other hand – two different knowledge bases can be integrated. This means that the results from both KB may differ for the same question.
The knowledge bases must be integrated by the system administrator.