The AI-Powered Answers feature is available as an app for customers. You will need the appropriate version of the Conversations app to access AI-Powered Answers. To learn more, contact your Account Manager.

This article provides an overview of the Knowledge area in Personio Conversations.

What is the Knowledge area in Conversations?

The Knowledge area in Conversations is a centralized space for managing your organizations knowledge. With the knowledge management and AI-Powered Answers functions, you can compile a base of knowledge articles (answers) in Conversations and use them to both manually and automatically answer employees' questions.

The Knowledge area contains the following tabs:

• Articles: access all of the articles in your knowledge base and add new articles in this area.
• Auto-Answer Log: see the log of recent questions asked by employees.
• Auto-Answer Playground: use this space to test which articles would be automatically suggested by the Conversations AI-powered chatbot and why.

Tip
To access the Knowledge area, go to Conversations > Manage > Knowledge.

Benefits

In the Knowledge area, you can do the following:

• Build an internal knowledge base within Conversations.
  ▶︎ Create new articles within the Knowledge area.
  ▶︎ Import articles from your existing knowledge solution.
  ▶︎ Save answers as articles so that other experts can use them.
  ▶︎ Use existing articles in replies.
  
  
• Automatically resolve common requests via an AI-powered chatbot.
  ▶︎ Set up targeting so that the right articles are suggested to the right requesters.
  ▶︎ Use employee feedback to train the algorithm to provide better suggestions.
  ▶︎ Test article suggestions in order to improve content where necessary.

Knowledge management

The knowledge management functionality allows you to build an internal knowledge base in Conversations. You can store, for example, policies, employee guidelines, internal documentation, and answers to frequently asked questions.

Each knowledge item that you add appears as an article in the Articles tab. Each article in the Articles tab will show its origin, a preview of its title and content, attachments (if any), targeting rules, and the last update date. You can click on an article to access these elements in more detail.

Add an article

To learn how to add an article, refer to our article Add an article to the knowledge base. You can add an article in the following ways:

• From the Articles tab.
• From the request detail.
• By importing an article from an existing knowledge base (Confluence, Notion, or Sharepoint).

It's important to keep articles as concise as possible and to use natural language that your employees would use when asking questions. This is because Conversations analyzes the title and content of your articles to automatically suggest answers to employees over Slack and Microsoft Teams. For more tips on compiling a knowledge base, see the best practices section of Add an article to the knowledge base. 

Send an answer

Once you have compiled your knowledge base, you can send answers to employees (requesters) in Conversations. You can do this by using existing articles to resolve requests. For more information on this process, see our Send answers from the knowledge base to employees article.

AI-Powered Answers

The AI-Powered Answers functionality automatically resolves employee requests using the articles from your knowledge base. This helps to reduce the number of questions that you have to answer manually.

How does AI-Powered Answers work?

AI-Powered Answers uses Natural Language Processing to analyze each request in real time. It weighs all possible responses, alongside contextual information about the requester, then surveys the existing articles in your knowledge base to present the best possible solution.

Employees receive the suggested articles via the AI-powered Conversations chatbot in Slack or Microsoft Teams, depending on which provider you have integrated with Conversations.

Requesters can:

• Receive at most three suggestions that could answer their question.
• Choose to accept the suggestion.
• Choose to reject the suggestion and contact an expert if they need to.

Experts can:

• See the log of recent questions asked by employees in the auto-answer log.
• Test the suggestions in the auto-answer playground.

For further information on AI-Powered Answers, refer to our article, Automatically resolve requests with existing articles.