[2023] What is AI Knowledge Base and Why Is It Helpful?
The AI knowledge base is simply a collection of human-expert-based data that is used to make knowledge-based systems in order to make decision-making and problem-solving easier for any AI chatbot.
It is extremely crucial when you consistently need to refer to the data from the organization's rules, policies and business flow.
AI chatbots are trained on the knowledge base and dataset. It is done by providing the custom documentation of your organization to the system, and different prompts are given to make the system understand the responses that it should give.
- Part 1 : What is A Knowledge Base in AI?
- Part 2 : Why Knowledge Base Matters?
- Part 3 : Contents of an AI Knowledge Base
- Part 4 : Knowledge Assets for AI Can be Stored in Various Formats
- Part 5 : Knowledge Base Software in the Market
- Part 6 : How AI Tools Can Help You Manage Your Knowledge Base?
- Part 7 : How Answer Chatbot Can Help Businesses?
Part 1. What is A Knowledge Base in AI?
A knowledge base system in AI in simple words is human expert-generated content that is helpful in making the chatbot intelligent. This data such as business documentation, employee manuals, training videos, business required documents and FAQs are mainly used in answering the queries that are asked by the users from the chatbot.
Whenever a knowledge base is attached to an intelligent system like an AI chatbot, then the retrieving of data becomes easy and it enhances the capability of the system. The data can then be transformed into a human-like response with the help of the chatbot itself.
For any knowledge-based system in AI, attaching a knowledge base is extremely beneficial. It basically means that your chatbot gets the specific or custom data it needs to tackle the queries from your customers or from your employees about specific situations that come up.
Part 2. Why Knowledge Base Matters?
The knowledge base works as a brain of AI-based systems. Whenever a query is asked, the system refers to the knowledge base just like humans do with the brain. Not only do you get on-demand and to-the-point answers through chatbots with the aid of a chatbot knowledge base, but you also find a single source of information retrieval platform where you can perform a number of tasks and communications with the customers can be carried out. The information that you or the customer require is accurate and relevant. Apart from that, much of the time and effort is reduced with the help of knowledge base integration with the chatbot.
Knowledge bases provide a source of information to the chatbots. The data they have in them is the primary source of knowledge for the user. The chatbots are not creative and problem solvers like humans. If they are not given an information source, then they may not be able to solve the issues that are required by the users of the system. The primary issue in this whole case is that chatbots require data before solving your custom organizational-level problems. They need to know how to respond to certain queries before actually helping you or your customers way out in the best way possible. So that this why they are provided with the chatbot knowledge base.
Part 3. Contents of an AI Knowledge Base
Before you put a knowledge base in an AI system, you must be aware of what should be included in it, The contents have to be very clear according to the nature of chatbots that are made for specific purposes. The specific purposes may include dealing with customers, dealing with employees, retrieving critical information and etc. Some of the key aspects that must be included in the AI knowledge base for chatbots.
Structured Data and Well Organized
Whenever providing data to the AI systems, make sure that it is highly structured and organized. Specifically, in the case of AI chatbots, the retrieval of the data becomes effortless and the usage of clear and consistent language and terminologies aids in understanding the intent of the query as well as how the answer should be given to the specific user type.
Complete And Accurate Information
Before integrating the Knowledge base in the AI system, one thing that must be taken into consideration is the data that is provided is complete and accurate or not. Errors and incomplete data may not be helpful in solving the queries asked by the users.
Up To Date information
To make your system updated, it is necessary to update the knowledge base regularly. This helps in providing specific and updated information that is required by the users of the system.
Easy to Navigate
The data provided to the knowledge base must be easy to navigate from the resources available. When provided with easy-to-navigate data, it makes it more feasible and efficient for the AI system or chatbot to give answers correctly in the most effective and fast way.
Whenever the discussion is about relevant content for the knowledge base of any organization, then there are the following contents for an effective knowledge base:
- FAQs
- Product or service descriptions
- How-to guides
- Tutorials
- Frequently asked questions
- Privacy policy
- Return policy
- Shipping policy
- Refund policy
- Contact information
- Customer support policies
- Terms and conditions
Apart from that, there are some of the following tips that you can include in your AI knowledge base to make it more usable and effective for knowledge-based systems. Here is a few of them.
- Using concise and clear language.
- A consistent tone of voice
- Usage of examples to make the case or info more understandable
- Do not use technical terms and avoid ambiguity in the language
- Get continuous feedback from the users so it is known that the user is getting what he is asking for.
Part 4. Knowledge Assets for AI Can be Stored in Various Formats
There are a number of formats in which the data can be stored as knowledge assets for knowledge-based systems like AI chatbots. Here are a few of them:
- Plain Text: As the name says, this is the simplest kind of data format where plain text is used to provide the information to the system. The advantages are the simplicity of maintaining and creating plain text. Whereas, in plain text. Data search and navigation are highly difficult and it is not an efficient solution.
- XML: XML is a kind of markup language in which data is stored in a structured form. The biggest advantage of using XML format is that the data is far easier to navigate and search, The information retrieving becomes easier and more efficient.
- JSON: JSON is also like XML where data is saved in lightweight data interchange format. The advantage of using it is that it is easy to create and maintain. But on the other hand, it is not widely supported as XML.
- RDF: RDF is a kind of semantic data that is machine understandable only. For AI chatbots, this format works as the ideal format, which is a great advantage, But on the contrary, it is difficult to maintain and create this kind of data.
- Knowledge Graphs: This is graph-based data that is primarily used to show the relations between the knowledge assets. But it is not at all easy to create and maintain it.
Part 5. Knowledge Base Software in the Market
A knowledge-based software is described as a tool that is helpful in managing, creating and sharing external and internal data of the organizations in a structured and searchable form. Here are some famous AI knowledge base software:
Zendesk:
Zendesk is an intelligent knowledge management tool that is helpful in dealing with customers and providing assistance to customer care staff.
HelpJuice:
HelpJuice again is an intelligent tool for the assistance of businesses. The search, the results along with the multi-language support and exceptionally well-customized and organized knowledge bases from HelpJuice helps businesses in the best way possible.
Wix Answers:
Wix Answer is a robust knowledge base software that is customizable as well as capable of producing exceptional knowledge bases as per user requirements.
Part 6. How AI Tools Can Help You Manage Your Knowledge Base?
AI tools can be beneficial in the automation of content creation or upgradation of the data that you need to include in the AI knowledge base. Apart from that, AI tools can also be used to enhance the delivery of the content within your knowledge base. For example, using the most suitable tone for the user that is using the system at the moment. The AI tools can also work in the personalization of your knowledge base. This can be done by tracking the behaviour of the user and understanding the preferences
Google Bard AI is one of the Specific examples of AI tools that can be really helpful in the management of the knowledge base. Bard is trained by Google on a large corpus of text data and code. It can create AI knowledge bases for businesses automatically.
In addition to tools like Google Bard AI, another valuable AI tool for managing your knowledge base is ChatInsight. ChatInsight AI can automate content creation and updates for your AI knowledge base, ensuring that the data remains accurate and up-to-date. Moreover, it can enhance the delivery of content by adapting the tone and style to match the user's preferences. With its personalization capabilities, it can track user behavior and preferences to tailor the knowledge base accordingly. Consider integrating ChatInsight.AI into your knowledge base management process to streamline content creation and provide a personalized user experience.
Part 7. How Answer Chatbot Can Help Businesses?
The answer-based chatbots are extremely beneficial for businesses that deal with customer support, Human Resources and E-commerce.
Customer Support
While communicating with the customers, the customers have tons of queries. These can be dealt with chatbots that have knowledge bases behind them. Through the chatbot's knowledge base, multiple issues of the clients can be resolved and consistent feedback can help the chatbot to know if the customer is satisfied with the answer or not. Also, this helps the real human representatives to work on higher priority and more complex issues to improve the satisfaction of the customers.
Human Resource
The HR can use answer-based chatbots to answer the employee's or candidates’ questions. The chatbots can also be used for onboarding purposes and training can also be performed through them. This automation can help HR to be more focused on the strategies and initiatives for the company’s betterment. Not only that, but it may also boost employee satisfaction.
E-Commerce
In the case of e-commerce, chatbots can be used to make product descriptions and services. It can also be used in cases and scenarios where customers have questions about their orders and products. This makes it possible for the team to automate the system and increase sales as well as elevate the customer satisfaction rate.
Part 8. Closing
In a nutshell, the AI Knowledge base is extremely important for any chatbot or any knowledge-based system in AI that helps users in multiple ways. Not only do knowledge bases provide a single source of information for the systems, but they also work exceptionally well for chatbots that are not capable of thinking critically for any problem-solving. The skills for answering to the point answers to the type of specific type of user is something that only a knowledge base can help the system to understand how to deal with the user. The chatbot itself is not capable of solving your custom organisational-level issues/ A knowledge base is always important for as-needed results.
FAQs about AI Knowledge Base
What are knowledge-based systems?
Knowledge-based systems in AI are those systems that are fundamentally dependent on the knowledge base that is provided to the system. Once the data is there, the systems get trained and work on it to provide relevant, to the point and exact answers.
How do AI-based question/answer systems compare with traditional knowledge-based management tools in terms of accuracy and usability?
The are two types of knowledge base management tools. The ai-based knowledge base systems are more accurate as it uses NLP to understand the context of the questions and answer In the most sensible manner. On the other hand, traditional KBM were not that accurate as they used to rely more on keywords and Boolean operators and did not actually understand the question. The AI-based system is comparatively more user-friendly. The KBM tools on the other hand required users to be very specific in their wording.
What is a knowledge management tool?
A knowledge management tool is software that is primarily made for the creation or management of knowledge bases
What are the commonly used knowledge representation techniques in AI?
There are multiple ways in which knowledge is represented in AI. Here are a few of them.
- Logic Representation: Knowledge represented through logic
- Semantic Networks: Network of links and nodes in order to represent knowledge.
- Rules: Use Rules to represent knowledge
- Probabilistic Presentation: Use probabilities to represent knowledge
- Frame: Use a frame to represent knowledge
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