equal-jade•15mo ago
Airtable or Text Documents for my KB?
My goal is to deliver information and insights on products to my customer service agents who are actively on the line with customers. What's best to deliver accurate results to queries? Should I upload text documents with the product information and clear headlines? Or should I create an airtable base? Thank you in advance.
7 Replies
To implement the Knowledge Base in Voiceflow, you can follow these steps:
1. Navigate to the Knowledge Base tab within the Content section of your dashboard.
2. Click the 'Add Data Source' button.
3. Select the type of data source that aligns with your requirements. Options include URL(s), Plain text, Sitemap, PDF, and Docx.
4. Upload your documents and set the refresh rate as needed. You can choose from options such as 'Never', 'Daily', 'Weekly', or 'Monthly' based on how frequently you want the information to be updated.
For more detailed guidance, you can refer to the following resources:
- How to Implement the Knowledge Base
- Knowledge Base Document Upload API
Please note that the more documents you upload, the better the answers will be. However, there is a 10mb file limit per upload.
airtable
or use the API step to connect directly to your products
What @W. Williams (SFT) said ☝️
With airtable you can have a product description field and use that to populate a product description variable based on the product they are interested in and use that as knowledge for the agent to answer from,
other-emerald•15mo ago
airtable if you want accuracy
LLM always have chances to hallucinate through KB
equal-jadeOP•15mo ago
From what I understand, in order to use airtable I would need to prompt the user to specify which product they want to know about and then which "field" they want to pull the data from i.e. product description, ingredients etc through buttons.
This adds a lot of friction to getting the answer quickly which is super important when the customer service agent is on the line with a customer. KB's risk hallucination but they also increase the speed at which the bot can answer questions.
Let me know if I understood this correctly or if there's another way to set this up to find the optimal point between speed and risk of hallucination.
other-emerald•15mo ago
i can help, DM me. this will need 3rd party service setup
That's one way of doing it, but you can dynamically load multiple fields into the chat from just from one search
Tabular data was also just announced for VF https://www.youtube.com/watch?v=L3zS-f6hUiQ