Introduction: Understanding the Three Core Components
Before creating a Knowledge Agent, it is essential to understand how its three core components work together:
Component | Role | Analogy |
|---|---|---|
Knowledge Agent (KA) | The agent that interacts with users across different channels. It takes questions, delivers answers, and manages conversations. | The Waiter – Serves the customer and manages the interaction. |
KA Engine | The "brain" that defines how the agent behaves—its tone, answer structure, intent detection, and fallback rules. | The Chef's Instructions – Dictates how to prepare and present the response. |
KA Collection | The "knowledge base" that defines what the agent knows—articles, PDFs, and web pages it reads to answer questions. | The Recipe Book – Contains all the ingredients and information. |
How They Work Together:
The Collection provides the raw information.
The Engine provides the rules and personality.
The Agent combines both to serve answers to users.
Multi-Channel Capability:
A single Knowledge Agent can be deployed across multiple channels simultaneously, ensuring consistent intelligence everywhere your audience interacts with you:
Website (chat widget)
Email
WhatsApp
Voice Caller (coming soon) 🚀
You can use the same Engine and Collection across all channels, or mix and match different combinations depending on the channel's specific needs.
Before You Begin
To create a Knowledge Agent, you will need:
A KA Engine – See the KA Engine Creation Guide
A KA Collection – See the Collection Creation Guide
Once both are ready, proceed with the channel-specific setup below.