Knowledge Base Review

Overview

After the chatbot has learned new information through seeding and training, you will have the opportunity to review and edit all of the information it knows so far. Your chatbot will respond to contacts with the information it has learned as soon as the understandings are approved by your team. You will need to review the Knowledge Base information for accuracy and tone before exposing your chatbot to contacts for the first time.

Mainstay has created responses based on publicly available and trusted resources, like your school’s website or the FAFSA website. However, you are ultimately the experts on your school. Only your team can add the nuances that are unique to your institution. For this reason, the Knowledge Review process is handled by members of your institution.

Keep in mind, this review is also important in creating the voice of the chatbot as it is a chance to add language that is not only friendly and helpful but also matches the style of your institution. While this is not as crucial as ensuring the responses are accurate, it will help provide a better experience.

Review Process

The Knowledge Base has a significant amount of information to review. Most schools choose to include multiple staff members in the review process, oftentimes from a variety of departments or offices. Staff members are usually assigned one or multiple topics to review in the Knowledge Base. See how you can add more team members to the dashboard by checking out User Settings.

The review of the Knowledge Base usually takes around two weeks, but this will depend on the availability of your team. Once you start reviewing the Knowledge Base, we will check in to understand how long this is expected to take under your unique circumstances.

Approving Understandings 

While you will do the majority of your approving before launch, after launch your bot it will continue to learn new questions overtime, so you will continue to have new answers to review and approve. It is important that your team regularly review any new understandings that fall under the "Not Approved" section. 

To approve new answers:

1. Navigate to the Knowledge Base 
2. Click on the Not Approved section of the Knowledge Base
3. Review the understandings in this section. If you would like your chatbot to begin sending an answer, you must mark it as approved
4.  Click on the understanding you would like to approve
5. Select "Approved" from the dropdown options (see Fig. 1)
6. The understanding will move to the "Approved" section and begin being sent by your chatbot

Go to Approving Answers in Your Knowledge Base to learn more about answer approvals.