To configure a communication agent, you must upload business-related resources. These resources include private knowledge files, private voice recordings, and ASR hotword libraries. This topic describes how to manage a private knowledge base. Other business resources you can configure include personalized voice and a speech-to-text hotword library.
Create a knowledge base
In the Intelligent Contact Center console, go to the Large Model Communication > communication agent > knowledge base management tab. Click Create knowledge base. In the dialog box that appears, configure the basic information and click OK.
Basic information includes knowledge base name (required, up to 30 characters) and Description (up to 1,000 characters).
Upload knowledge base files
After uploading knowledge base files, you can use them when creating a communication agent.
After you create a knowledge base, click Details for that knowledge base on the knowledge base management page.
On the details page, click Create File.
In the Add File dialog box, select document type or Q&A type as the file type. Click file upload and select the file you want to add.
Configuration details:
File type
Description
Example
document type
The document type is suitable for importing systematic knowledge.
These files are complete documents with systematic content, such as product manuals, technical documentation, or operation guides. The system processes these files to extract structured knowledge, allowing users to query for detailed information from the documents. Only .txt files are supported.
This is sample content for a knowledge base. The text uploaded here can be used as knowledge for the AI's output. This is sample content for a knowledge base. The text uploaded here can be used as knowledge for the AI's output. This is sample content for a knowledge base. The text uploaded here can be used as knowledge for the AI's output. This is sample content for a knowledge base. The text uploaded here can be used as knowledge for the AI's output. This is sample content for a knowledge base. The text uploaded here can be used as knowledge for the AI's output. This is sample content for a knowledge base. The text uploaded here can be used as knowledge for the AI's output. This is sample content for a knowledge base. The text uploaded here can be used as knowledge for the AI's output. This is sample content for a knowledge base. The text uploaded here can be used as knowledge for the AI's output.Q&A type
The Q&A type is suitable for providing direct answers to specific questions.
Each knowledge point consists of a question-and-answer pair, which is ideal for answering specific questions directly. This format is more concise and targeted, allowing users to find answers quickly without reading an entire document. The system uses these Q&A pairs to respond directly to user queries. Files in .csv, .xlsx, and .xls formats are supported.
The Excel template for Q&A files includes the following columns: Question, Script 1, Script 2, and Script 3. Each row represents a single question with multiple possible scripted responses.
Click OK to complete the file upload.
Delete a knowledge base file
A deleted knowledge base file cannot be recovered. Proceed with caution.
On the knowledge base details page, click Delete for the file that you want to remove.
In the confirmation dialog box, click Confirm Deletion to permanently delete the file.
Delete a knowledge base
A deleted knowledge base cannot be recovered. Proceed with caution.
On the knowledge base management page, find the knowledge base that you want to delete and click Delete.
In the confirmation dialog box, click Confirm Deletion.
Next steps
After configuring the knowledge base, refer to the following topics to configure other business resources:
After configuring all business resources, refer to communication agent configuration management.