Creating a knowledge database for your assistant instantly increases its effectiveness. Rookoo assistants rely on structured knowledge and clear instructions to deliver accurate answers and a consistent experience to your customers.
In this article we want to explain what knowledge bases are, how you create them and how you add them to your assistant.
What is a knowledge base in Rookoo?
A knowledge base in Rookoo is a structured collection of facts, documents, links or data. It tells the assistant what is true for your business and keeps answers consistent across several channels (web, WhatsApp, e-mail, Instagram,...)
Our assistant leverages all the information that it has access to. It retrieves it from facts, instructions and knowledge bases. When it's running a procedure it will cross-check all of this before it answers the customer.
If you have not read our article about facts yet, it's interesting to understand the difference.
Types of knowledge bases?
We offer 3 options when creating a knowledge base:
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Documents
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Catalog
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Gallery
Documents is used for text-based knowledge like FAQs, policies, procedures, guides and long-form explanations. (we support most text formats)
Catalogs are used for structured data such as venues, products, rooms, pricing, services or locations. These are used for filtering, comparison and recommendations. Think more of “database”, not text.
Galleries are used for visual content like images or media collections that help the assistant show, illustrate or inspire. Useful for browsing, selection and experience.
Include a proper name, so that the assistent exactly know what the document is and add a description as well. For example: the title or name could be "Rookoo Pricing document" and the description could be "This document contains the pricing of the Rookoo platform and product"
Another example could be galleries. You can give your assistant access to images which they can use whenever a customer would ask for photo's of the venue, experience, the rooms,... layout. The title could be "Rookoo Venue pictures" and the description could be: "This gallery contains images of all the available rookoo venues"
You can even go a step further and create different galleries for different venues, rooms, products, food,.... and so on. Read more about this in our Best Practice section.
How do you create a knowledge base?
You can create a new knowledge base in Rookoo by going to Settings -> Knowledge Bases and choosing "Create new library" in the upper right corner.
After creating a knowledge base it will appear in the overview. You can click on the new knowledge base to add data to it.
Click on the purple button +File in the upper left corner and a few options will appear
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Add Site: Allows you to add a sitemap and has the option to automatically update every day. This is great for example an agenda overview of events, support articles that are continuously updated, webpages that contain content that gets outdated. It this is not an .xml URL it will not be accepted.
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Add Webpage: Allows you to add static data from you webpage. This is a great option for data that does not change over time.
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Add File: Allows you to add files such as Word documents, Excel, PDF,... but also images (JPG, PNG,...) Try and keep images separate from the others files as this will be more beneficial to the assistant. We don't support IHEIC images, so please convert these to JP(E)G or PNG.
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Add Media: Allows you to enter a URL that contains media content. If you have an online, public, library of pictures on your website you can use this option. We will fetch the images and offer a selectable grid for you to choose.
After adding data our knowledge base will be optimized for the assistant to read and fetch the data. Don't worry if this looks strange to you, the assistant loves it. 🤩
How do you add this to your assistant?
If you have created a new library and want your assistant to have access to it, you need to navigate to Settings -> Assistant and choose your assistant. Click on the middle icon and select the knowledge tab.
In that section you can update the libraries that the agent has access to. Simply add, and/or remove libraries from the overview and click update to "update" the knowledge of your assistant.
Lastly, you might have to update your procedures or the data schema if you have a custom schema setup. Reach out to your implementation or customer success manager via your dedicated Slack channel in order to check.