HELP FILE
Best practice of creating conversational articles
The new Conversational Designer expands the old Article Editor capabilities so that, in addition to simple search-based articles, it supports building rich conversations with multiple questions and answers. This process is based on using external data sources in two steps: link an external data source to Bold360 AI and design a conversational business logic on top of it. The new process requires minimal to no technical expertise, depending on the complexity of the conversation.
To create a conversational article based on a CSV spreadsheet or a JSON file, you must do the following:
- Task 1: Create dynamic content for your conversational article in a spreadsheet or a JSON file
- Task 2: Create an entity in Bold360 AI
- Task 3: Create an article that references the entity
Task 1: Create dynamic content for your conversational article with a CSV file
Decide what you want to provide as dynamic content and create a CSV sheet or a JSON file containing that information. For information on using a CSV file, see How to use Google Spreadsheets to create a CSV Entity?
When you use JSON for your content, create a file with standard JSON syntax. It's always best to validate your code with a validator, such as https://jsonlint.com/. When you try to upload an invalid file, Bold360 AI simply rejects it without specifying the issue with the file. The following is an example JSON code:
[
{
"id": 111111111,
"name": "Anna Banana",
"city": "Baltimore"
},
{
"id": 222222222,
"name": "Mike Crueger",
"city": "Philadelphia"
},
{
"id": 333333333,
"name": "John McKornick",
"city": "Boston"
}
]
Task 2: Create an entity in Bold360 AI
By using Entities in Bold360 AI, you can turn your data into smart chatbot conversations. Entities essentially serve as a database for the information that the bot needs to answer your customers' questions.
To create an Entity, follow the instructions in this article.
Task 3: Create an article that references the entity
Create an article that serves as a generic template for the bot's response. For more information, see this article.
Once you created an article, customers will have the following experience in the conversational widget:
For more information on conversational articles, see How does a conversational article "talk" to the customer.