Knowledge

Analysts can view and edit entries to retrain the Ticket Deflection Knowledge Base from the Knowledge page. Professional KB responses can be created with a WYSIWYG editor for Teams markdown formatting  or even responding to user requests with a custom form with templates in Tikit.

To view and retrain the ticket deflection knowledge base:

  1. Open the Tikit web app at https://web.tikit.ai.
  2. Once in the Tikit web app, select Knowledge from the left navigation.
1

Add a new Phrase and Response pair to knowledge base.

1 of 6
2 Search for specific KBs by phrase or response. 2 of 6 3 Ticket deflection phrases.
Phrases can include questions, statements, and key phrases with additional alternate phrasing to provide more conversational responses to users. 3 of 6
4 Ticket deflection responses.
Responses can be Teams markdown or a custom form response. 4 of 6
5 Selecting a phrase will open the Edit KB form. 5 of 6 6 This is a tooltip 6 of 6
  1. Add Knowledge Add a new phrase and response pair to knowledge base.
  2. Search Search for specific KBs by phrase or response.
  3. Phrases Ticket deflection phrases. Phrases can include questions, statements, and key phrases with additional alternate phrasing to provide more conversational responses to users.
  4. Response Ticket deflection responses. Responses can be Teams markdown or a custom form response.
  5. Edit Knowledge Selecting a phrase will open the Edit KB form.
  6. More Options Additional knowledge options, including Edit and Delete.

To add new knowledge to the ticket deflection kb:

  1. In Settings > Knowledge, select + Add Knowledge from the toolbar.
  1. In the Add Knowledge form, enter one or more phrases and the response. The response can be formatted text with Teams markdown or a custom form using a template, see below for both options.
  1. To respond with a message using Teams markdown, use the WYSIWYG editor to write the response. The editor supports Teams markdown formatting, including bold, italic, strikethrough, block quotes, code blocks, unordered lists, ordered lists, URL links, and images. For more info on Teams markdown, please see Use Markdown formatting in Teams.

Note that images must be hosted somewhere that end users have access to when viewed from Teams, for example a public SharePoint or CDN.

  1. To respond with a custom form in Teams, enable Use template and select an available template from the dropdown.
  1. After phrase(s) and the response have been entered, select Add to retrain the ticket deflection knowledge base. Once retraining is complete, the knowledge page will reload and the HelpBot virtual agent will get to deflecting tickets with the new knowledge in Teams.

Keep ticket deflections up and analyst work down by retraining the knowledge base regularly with new knowledge. Manage knowledge entries to include alternate phrases, useful responses, and even custom forms from templates.

To update existing knowledge entry in the ticket deflection kb:

  1. In Settings > Knowledge, find an entry to edit then open the Edit KB form by selecting a phrase or selecting More options () > Edit.
  1. In the Add Knowledge form, enter one or more phrases and the response. The response can be formatted text with Teams markdown or a custom form using a template, see below for both options.
  1. To respond with a message using Teams markdown, use the WYSIWYG editor to write the response. The editor supports Teams markdown formatting, including bold, italic, strikethrough, block quotes, code blocks, unordered lists, ordered lists, URL links, and images. For more info on Teams markdown, please see Use Markdown formatting in Teams.

Note that images must be hosted somewhere that end users have access to when viewed from Teams, for example a public SharePoint or CDN.

  1. To respond with a custom form in Teams, enable Use template and select an available template from the dropdown.

If you need to create a Template, please reference the Templates KB article. 

  1. After phrase(s) and the response have been entered, select Save to retrain the ticket deflection knowledge base. Once retraining is complete, the knowledge page will reload and the HelpBot virtual agent will get to deflecting tickets with the new knowledge in Teams.

Need to permanently remove an entry in the knowledge base over updating it with new info?

To remove knowledge from the ticket deflection kb:

  1. In Settings > Knowledge, find and select the More options () on the right side of an entry, then select Delete.
  1. Select Yes to confirm deletion and retrain the ticket deflection knowledge base. Once retraining is complete, the knowledge page will reload.

Synonyms

Adding Synonyms to Tikit can significantly improve the quality of responses in the Tikit Virtual Agent.  Synonyms allow for more accurate matching of intent when chatting to the Tikit Virtual Agent.  Synonyms are universal in that they are not tied to a specific article and will improve accuracy across all existing and future articles in the Knowledge Base.

Examples

Some examples where you could use synonyms:

Word Synonyms
broken defective, needs repair
knowledgebase knowledge base, kb
bluetooth blue tooth, BT

How to Add Synonyms

To add synonyms, navigate to Knowledge and click on the Synonyms tab:

Click the Add Synonym button.  The Add Synonyms window will open.  Enter your synonyms one at a time hitting Enter after entering each one.  Then click Save.

In this article