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Knowledge Base Management

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A knowledge base is a library of documents and web site scrapes to be used by one or more AI Agents to reference when assisting internal or external parties.

Use Cases

  • Compile a knowledge base for a customer-facing messaging bot to reference in order to provide summarized answers
  • Compile a knowledge base for an internal AI Agent to utilized for agents and internal parties to provide summarized answers

Add a New Knowledge Base

  1. While logged into Xima CCaaS as an Admin, navigate to the AI Agent settings and select "AI Knowledge Bases"

  2. Select the "+" icon to add a new knowledge base

  3. Give your new knowledge base a name


    Because you may choose to build additional knowledge bases later, be specific in the purpose of this knowledge base. To provide a few examples, this could be "Public Support Articles", "Internal Documents", "Product PDFs", "Appliance Manuals" etc.
    If you intend to offer different AI Agent experiences for different companies under your umbrella, this would be a good place to separate and name each knowledge base accordingly.

  4. Define the description for the Knowledge Base
    The description of the knowledge base is valuable for the AI's ability to identify which knowledge base an assigned AI Agent should use for each customer inquiry. Though you'll be able to define which knowledge bases an agent has access to later, they can have access to more than one. Defining each well will make for a smoother experience.
    As an example, let's pretend your company produces a variety of home appliances. If you built a knowledge base dedicated your product line of microwaves, the description could include "If the customer has questions or issues with a microwave, this will be the best knowledge base to reference"

  5. Save your changes


Add Documents/Sources to a Knowledge Base

  1. Select the edit icon for the applicable knowledge base:

  2. Click "+"

  3. Choose which source type you'd like to use for this upload

    1. File Upload: You'll be uploading a file from your PC
    2. Web Extraction: You'll be extracting content from specific web pages
      Learn more about this process below.

  4. Save your changes

Using the Web Extractor Tool

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Requires Xima Contact Center installed application

Because of resource restrictions within a browser, you must use the installed Xima Contact Center application to extract web pages for a knowledge base

  1. While logged into the installed Contact Center application, navigate to the knowledge base manager tool outlined above and select "Web Extraction" from the source menu for new documents. Then select "Open Extractor"


  2. In the resulting extractor tool, enter your desired URL into the address bar and then select "Load" to see the page

  3. When you're on a page you'd like to extract into the knowledge base, select "Extract Current Page"

  4. You may then navigate to the next desired page by updating and loading the URL. Or, better yet, simply click on links to navigate the open page exactly like you'd use a browser today. Once you're displaying the next desired page, select "Extract Current Page" again.

  5. As each page is selected for extraction, they'll populate on the left hand side with their processing status.

  6. Simply exist the extractor tool when finished and save your changes in the menu.
    NOTE: Some added sites may not appear on the source list until fully processed.

Editing an Existing Knowledge Base Description

If you need to modify the description assigned to an existing Knowledge Base, simply select the following icon in line with the correct library:


Make sure to "Apply" your changes

Updated about 1 month ago