Knowledge (ALF 2)

Knowledge is a space for collecting and managing various materials—such as documents, files, and websites—that the ALF can reference.

• Not only articles and FAQs, but also Excel and PDF files can be registered as knowledge, making it easy to add necessary information without having to write it directly into a document.

• Filtering conditions can be set for each piece of knowledge, allowing for precise control over which material the ALF references depending on the situation.

We will introduce the structure of the knowledge for better utilization. The Knowledge Center is composed of Folders and Knowledge Items.

• Folders

  • This is a unit that allows you to create multiple folders based on purpose or topic to group and manage knowledge items.

  • In each folder, you can write a reference description or set filtering conditions to control different knowledge references depending on the situation.

• Knowledge Items

  • This refers to the actual reference material within a folder, and it can be registered in various formats, such as articles, Excel files, etc.

  • Each knowledge item can have its reference status set individually, and only specific items can be utilized when necessary.

We will provide you with detailed instructions on how to create and manage new folders. You can create folders in the Knowledge tab, and you can individually set detailed parameters such as the filtering conditions that the ALF will reference and the services it will operate for each folder.

➊ Go to [Al → Settings → Knowledge] and select [Create Folder] in the upper right corner

➋ Go to [Al → Settings → Knowledge] and select [+Add] in the upper right corner → choose [Folder]

You can also create a subfolder by clicking [+Add] in the upper right corner of an already created folder. You can create up to 5 levels of folders.

You can set the following items in detail within the Folder Settings.

• Name: Enter a name to distinguish the folder.

• Reference Description: Describe the situations where this folder’s knowledge should be referenced. This helps ALF understand when to use it.

• Filtering: Set filtering conditions based on customer or chat information. The knowledge in this folder will only be referenced for customers who meet these conditions.

• Target Services: Specify which integrated services this folder applies to.(e.g., Channel Talk messages, Kakao Talk consultation, Naver TalkTalk, Phone, Instagram, LINE)

You can register new knowledge by clicking the [+Add Knowledge] button in the upper right corner of [AI → Settings → Knowledge].

When you create a space in the Document tab, it is automatically added to the Knowledge Center as well.

• Only published (public) articles and FAQs within the space are uploaded to the Knowledge Center, and the ALF uses this public content to generate responses.

• The creation and modification of articles can only be done in the Document tab, and in the Knowledge Center, you can only view the registered articles and FAQs in read-only mode.

ALF Reference Settings can only be set at the Space level.

• Space ALF Reference ON: References public articles and FAQs within the Space.

• Space ALF Reference OFF: Does not reference any articles or FAQs within the Space.

• You can upload an Excel file (.xlsx) containing ALF reference information and select the folder it belongs to.

• Once the upload is complete, the file will be generated in the Knowledge Center as a read-only preview.

• If the file includes multiple sheets, you can view the content of each sheet separately.

• ALF Reference:

  You can turn the ALF reference status On/Off for each Excel file.

• Reference Description:

  Please enter a Reference Description detailing the situations in which ALF should refer to the file. If the file contains multiple sheets, write the description specifically so that ALF refers to a particular sheet depending on the situation.

  • Examples:

    • Refer to the {Inventory by Product Code} sheet when checking inventory by product.

    • Refer to the {Exchange Rate Info} sheet when a currency calculation is required.

• You can upload PDF files of 10MB or less.

• Images, tables, and layouts within the PDF will not be recognized; only the text content can be referenced by ALF. Image recognition and other non-text features are planned to be supported in future updates.

• ALF Reference: You can On/Off whether ALF references each PDF file individually.

• Folder:

  • Click the three-dot menu (⋮) on the right to [Edit], [Copy Link], or [Delete].

  • You can only delete empty folders that contain no folders or knowledge items inside. Recovery after deletion is not possible.

• Knowledge:

  • Click the three-dot menu (⋮) on the right to [Move], [Copy Link], or [Delete].

  • You can only delete knowledge items excluding documents (e.g., Excel, PDF). Recovery after deletion is not possible.

1. You can filter knowledge based on the ALF Reference status (On, Off). The filtering will remain active even if you navigate to other pages and return.

2. You can also search by the title of the knowledge item or folder.