01. Knowledgebase

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Step-by-Step Guide: Setting Up and Using the Knowledge Base in Morphic Software

Purpose

The knowledge base is essential for training the Morphic AI bot to handle customer inquiries accurately by providing company-specific information.

Steps for Setting Up a Knowledge Base

1. Understanding the Knowledge Base

The AI is pre-trained with industry-specific knowledge (e.g., concrete foundation repair). The knowledge base is used to add company-specific details like:

  • Services offered

  • Operating hours

  • Pricing and estimates

  • Policies (e.g., cancellation fees)

2. Accessing the Knowledge Base

  • Navigate to the left-hand menu and click on the "Knowledge" tab (represented by a stack of icons).

  • Create a new knowledge base by clicking the top-right button. Name it appropriately for organisational purposes.

3. Adding Data

There are several ways to populate the knowledge base:

A. Manual Text Input
  • Click “Add New Data Source” and select “Text.”

  • Example content:

    diffCopy codeApex Concrete serves Tucson, Arizona, offering: - Concrete Foundations - Driveways - Masonry Services Contact us at support@concrete.com.

  • Save the entry by naming it (e.g., “Concrete Services”).

B. FAQ Creation
  • FAQs provide precise Q&A pairs, which are ideal for improving AI accuracy.

  • To generate FAQs:

    • Visit your company’s website or use a tool like ChatGPT to create questions based on the site content.

    • Example:

      • Question: Do you offer free estimates?

      • Answer: Yes, Apex Concrete provides free estimates for all services.

  • Add FAQs to the knowledge base manually or upload in bulk.

C. File Upload
  • Upload PDFs, images, or documents containing company policies, terms, or FAQs.

  • Example: A PDF of company pricing or terms and conditions.

D. URL Integration
  • Input the URL of your company website to extract text automatically.

  • Test the extracted data for relevance.

4. Testing the Knowledge Base

  • Use the “Test Knowledge Base” feature to simulate customer queries.

  • Example queries:

    • “What services do you offer?”

    • “Do you provide free estimates?”

  • If responses are incorrect or incomplete:

    • Refine the knowledge base by editing or adding new entries.

      • Ask questions in the Test Knowledge Base section

      • If the answer is not what you want, input the correct responses

        • Example: "Query": What are your services? "Answer": What services do you offer?: We service concrete foundations, concrete driveways, concrete retainer walls, paving, and masonry work.

5. Best Practices for a Robust Knowledge Base

  • Consistency: Ensure similar data is grouped logically to avoid fragmentation.

  • FAQs First: Start with FAQs to handle specific customer questions efficiently.

  • Continuous Updates: Add new questions or modify existing entries based on customer interactions.

  • Test Regularly: Refine responses to maintain accuracy.

Troubleshooting Tips

  • If AI responses are off-target:

    • Check if the relevant data exists in the knowledge base.

    • Ensure questions and answers are specific and well-formatted.

  • For FAQs, ensure key-value pairs (question-answer) are set up correctly.

  • Use JSON formatting for complex queries if supported.

  • For a more in-depth guide on how to optimise your Knowledge Base, check out our Building and Optimizing a Knowledge Base for AI Assistants article

 

Contact Support

For additional help, reach out to support@usemorphic.com