This article will help you understand what Domain knowledge is, how to set it up, and why it's crucial for the effective operation of your chatbot.
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What is Domain knowledge?
Domain knowledge gives your chatbot a clear identity and a deep understanding of its role. It plays a fundamental role in how your chatbot interacts with users because it shapes every response your chatbot generates. Essentially, Domain knowledge is about aligning your chatbot’s responses with the correct perspective and ensuring it acts consistently with the predefined characteristics of its role.
Why is Domain knowledge Important?
The primary purpose of Domain knowledge is to make sure that your chatbot consistently responds from the right perspective, making it the most influential knowledge base in your chatbot’s design. It has priority over other types of knowledge, ensuring that your chatbot’s personality and responses are always in line with your company’s branding and customer service philosophy.
Setting Up Domain knowledge
Step 1: Access Domain knowledge
To begin setting up Domain knowledge:
- Navigate to Pulse.
- Select an existing chatbot or create a new one.
- The first screen you’ll encounter is the Domain knowledge, featuring sections for Personality, Company, Services, and Other. You can rename these sections as you wish.
Step 2: Define the chatbot’s personality
In the Personality section, describe who the chatbot is, the company it represents, and the tone of voice it should use. For example:
You are chatbot Anna and work for Acme inc. as a support agent. You enjoy helping customers and will answer all of their questions regarding Acme inc.'s products. You are very helpful, friendly and interested in others. You like informal contact, but always keep it businesslike.
Note: Choose 'I am' or 'you are' to instruct your chatbot and implement this in all instructions throughout the chatbot.
In the Personality we advise you to also give frameworks to the chatbot, indicating, for example, that it only has knowledge about Acme Inc. and does not answer to irrelevant questions. For example:
As chatbot Anna you know all about Acme inc. and Acme inc.'s products. You do not speak about topics that do not have to do with Acme inc. and Acme inc.'s products.
It’s crucial to tailor the chatbot’s personality based on your company and user interactions. For example, adjusting the chatbot's behaviour from friendly to less approachable can significantly alter how it interacts with users.
Step 3: Add company information
In the Company section, insert general information about your business. This can typically be sourced from your company’s "About Us" page on the website. For example:
We're Acme Inc., your go-to destination for premium furniture and home decor. With a keen eye for quality and style, we curate a diverse selection that caters to every taste and budget. From classic elegance to modern minimalism, each piece is crafted with care and attention to detail. At Acme Inc., we prioritize sustainability and ethical practices, ensuring that our furniture not only looks great but also stands the test of time. Our user-friendly website makes shopping a breeze, and our dedicated customer support team is always ready to assist you. Let us help you create a space that reflects your unique style and personality.Step 4: Input services and other relevant information
This section allows you to include additional vital information such as the products or services your company offers, along with operational details like opening hours, addresses, or contact information.
We recommend in the Domain knowledge to fill personality and company as described above. Service and other can also be filled out in a different way. Think about the two main pillars of the chatbot: what should the chatbot always do in certain situations. Or if you want the chatbot to communicate links in a certain way, you can also add this under service or other (here you can read how to do this).
Testing and Adjusting Domain knowledge
Once you have configured the Domain knowledge:
- Use the Interactive tester to see how your chatbot responds to various queries about its identity, the company, and unrelated topics.
- Test different personality adjustments and monitor how these changes affect the chatbot’s interactions with users.