Three main categories of chatbots knowledge bases

Jul 3, 2019

Chatbots seem to know a lot of things but, where do they get their data from? 



Chatbots seem to know a lot of things but, where do they get their data from? When choosing a chatbot for your business it is important to understand how it will interact with the data sources around it and what impact these interactions can have on its functionality and on the business it serves.

To give you an overview of the options available this article will cover three main categories of data sources: local, public and private.

Local vs public knowledge bases

The simplest chatbots store their information locally. As a consequence, they only have access to a static knowledge base, usually related to a series of FAQs or simple decision trees. They work well for most basic use cases and can also redirect users to take further steps outside the chatbot by providing them links to purchase pages, contact forms, etc.

Typical use cases on these chatbots include pre-qualifying leads, answering common questions about the company’s products, and acting as a switchboard or filter to funnel users towards human-based support systems.

More advanced chatbots can broaden their knowledge base by using public sources. These are usually pre-vetted websites or feeds that provide information on a specific topic. For example, a tourism-focused chatbot could use the internet to extract weather information and use it to recommend activities to travelers.

Private knowledge bases

For many advanced tasks, chatbots need to interface with databases and systems inside the company. A chatbot that is designed to sell something, for example, must be able to access data on product availability, pricing, shipping costs, etc. A chatbot that does customer service in a travel company will need to access data on delayed flights, seat availability, and other things that may change over time.

As a result, these chatbots need to use private knowledge bases that require special keys and authorizations. For businesses, these chatbots are extremely valuable as they are often connected to high-value tasks such as sales. The challenge is that in order to work well and not cause problems, they need to be carefully designed and well coded.

If you are considering adding a chatbot to your company’s arsenal we recommend that you first have a chat with our team of experts, who will be more than happy to help you understand the complex world of chatbots and guide you to the best solution. Reach out to them using the link below.