Capacity Knowledge Base
I designed a Knowledge Management tool that empowers support teams and subject matter experts to create, organize, and maintain chatbot content.
Users can create hierarchies of knowledge by:
Creating multiple knowledge bases
Using folders to organize knowledge within a knowledge base
Batch Q&A and/or Conversation themes within a folder using "Dialogues" (e.g. You may have a folder labeled "HR" and within that folder you have a Dialogues for "Onboarding" and "Yearly Reviews" content
Dialogue View ☝️
Badges help the user know what pieces of knowledge have expired or are expiring soon.
Analytics on views and sentiment show what is popular and what knowledge is useful to end users
Q&A Exchange View ☝️
On the left: Add inquiry variants
Notice the attribution on each card so you can see who added the inquiry
Toggle off "Show in Autocomplete & Clarifier" to hide specific inquiries form external facing scenarios
On the right: Add the bot response.
Use WYSIWYG controls to make your content easy to read
Use start/end dates to control when information is available
Access Controls ☝️
Control user viewing and editing rights on any folder or dialogue in the knowledge base.
Conversation Builder ☝️
Our early adopters loved the simplicity of adding a standard Q&A bot exchange (one question, one response) to their knowledge base. It didn't take long for customers to start asking about more guided or designed flows for interacting with the chat bot.
Conversations allow support teams be creative in how they automate their support work by providing various ways to collect information and the ability to use that data to carry out one or more actions. (e.g. Send an email, start a live chat, file a helpdesk ticket, complete an action in a third-party app, etc.)
The building blocks and complete library components for the various card types in the Conversation Builder ☝️
Apps View
The Apps view is a solution for three user pain points we discovered in our conversations with customers:
"Having an app integration is great but discovering what the app can do via conversation is difficult." The app view allows you to view your current integrations and see what skills/conversations are available from the app maker.
"I don't always want to use every app skill that comes out of the box, and more importantly, I don't want a vague inquiry like, "Create a ticket" to create conflicts with other apps." The app view provides a way to view and toggle-off default app skills.
"At times we need to tweak an app skill to fit our unique business need but I don't want to have to rebuild the skill from scratch." The app view let's you duplicate a skill provided by the integration so that you can make edits to the copy that is unique to your organization.
Empty state. ✨
