FAQ versus Knowledge base

How does the FAQ differ from other documents uploaded to Knowledge Base?

Does the AI first search for answers in the FAQ, and then the rest of the documents?

Ttmk1221 How does the FAQ differ from other documents uploaded to Knowledge Base? Does t...

Tico | Voiceflow Assistant•3/8/24, 4:24 PM

The FAQ and other documents uploaded to the Knowledge Base (KB) in Voiceflow serve different purposes but work together to provide comprehensive responses.

The FAQ (Frequently Asked Questions) is a specific set of questions and answers that you design and add to your Assistant using the FAQ API. These are typically common queries that users might have.

On the other hand, the Knowledge Base is a broader collection of documents that you upload to power the Q&A of your Assistant. These documents are turned into 'chunks' or pieces of text, which the system uses to find the most similar chunks to the question asked.

Voiceflow has a priority system when answering a user's question. The first level of priority is 'Intents'. Intents are designed by you to trigger based on specific questions. If the user's question doesn't match any of the Intents, the system then checks the Knowledge Base. If the Knowledge Base also doesn't have a suitable answer, a 'Global No Match' message is displayed, which is a last resort if the Assistant cannot find an answer in your Knowledge Base.

So, to answer your question, the AI doesn't specifically search the FAQ first and then the rest of the documents. Instead, it follows the priority system mentioned above. However, if an FAQ set does not exist or if no FAQ set was matched, then the KB Fallback will trigger the Retriever and Runtime services.

Remember, the Knowledge Base is a critical component that allows for the integration of a diverse array of data, enabling the Assistant to draw upon a wealth of information to provide accurate, informative, and contextually relevant responses.

For more detailed information, you can refer to the following articles from our help center: