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Answer Questions with Generative Knowledge Answers
Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response.
Required Editions
| Einstein generative AI is available in Lightning Experience. Setup for Einstein generative AI is available in Lightning Experience. |
| Available in: Enterprise, Performance, and Unlimited Editions with an Einstein for Sales, Einstein for Platform, or Einstein for Service add-on. |
| User Permissions Needed | |
|---|---|
| To build and manage Einstein Bots: | Customize Application OR Modify Metadata OR Manage Bots |
To use Generative Knowledge Answers with Einstein Bots, enable Lightning Knowledge, Data 360, and Agentforce Data Library. For the best results, add at least 10 knowledge articles to your knowledge base.
Generative Knowledge Answers is available for enhanced bots only and isn't available in Governement Cloud.
In addition to English, Generative Knowledge Answers is available for in French, German, Italian, Japanese, Portuguese, and Spanish in certain locales (beta).
Before editing your bot’s settings, deactivate the bot.
Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to generate bot responses. Generative Knowledge Answers data sources and knowledge articles are indexed in Data 360. When a customer asks your bot a question that doesn’t match to a dialog, the agent action searches for relevant information by using the assigned data library’s search index and retriever. Then Agentforce generates a friendly message and delivers the AI-generated response to the bot. The bot sends the response as a message to the customer.
When you use the Answer Questions with Knowledge action in a dialog, use the generated answer output from the action result when responding to users. Don’t use the raw knowledge search results because they don’t include the AI-generated response and can return only supporting data or instructions.
Generative Knowledge Answers is powered by a large language model (LLM). Since LLMs are nondeterministic, and user input is enhanced with context from the conversation, the bot's responses can vary for the same input.
To get the most out of Generative Knowledge Answers, ask the bot detailed questions with at least two words.
- From the Einstein Bots Setup page, click the name of your bot to open the Bot Builder. Then, from the Bot Builder, select Overview.
- To enable Knowledge for the bot, go to the Settings section and edit Knowledge. Then select Use features that intelligently search for knowledge articles with this bot.
- For the Knowledge feature, select Answer Questions with Knowledge.
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By default, Generative Knowledge Answers grounds its response on all knowledge records
and fields. To limit the information that the response is grounded on, select
Custom Knowledge records and fields. Then select a data library.
- To create a data library, click Go to Agentforce Data Library Setup. Then, on the Agentforce Data Library Setup page, create a library, customize it, and assign it to Einstein Bots. Save your changes and then select the data library on your bot’s Overview page.
- Optionally, to deliver knowledge article sources with AI-generated bot messages, select Show sources and then enter your knowledge domain URL.
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Save your changes.
On your bot’s Dialog page, you now see the Answer Questions with Knowledge dialog.
If you make updates to the knowledge articles that Generative Knowledge Answers uses, refresh the data library index. On the bot's Overview page, on the Knowledge tile, click Refresh Index. Or go to the Agentforce Data Library Setup page, open the data library, and then refresh the index.
