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Content and Knowledge base Architecture

Content or answer structure

Answers are typically 2-4 paragraphs long, are very explicit and task oriented. Each answer usually contains URL links to supporting or supplementary information that adds more detail to the answer. This information is usually a web page, or a document such as a pdf. It can also include videos and other rich content. In addition, answers usually include the following additional features:

  • Related questions
  • Answer rating

Knowledgebase technical architecture

Responses are the single knowledge base object type classified by a category hierarchy with semi-structured knowledge items. Interfaces partition your knowledge base into application domains and languages and facilitate knowledge management for your staff of authors, editors, and administrators. Think of an Interface almost as a separate knowledgebase. Categories are classifiers for knowledge items. The Category hierarchy gives your knowledge management staff a navigation mechanism for finding Responses. Fundamentally we provide for a hierarchy based on the needs of the client allowing complete flexibility in the structure. This also allows clients to manage and share responses (content that provides the answer) across the hierarchy.

The knowledge base can be integrated with external systems. As a basis for this integration IntelliResponse is an open platform based on web services. Through this mechanism it is possible to integrate IntelliResponse into existing business processes as well as solutions that can call external services. For example, our partner Lithium integrates our services into their platform so that when a community nominates content, it can be propagated to IntelliResponse so that additional incoming questions are then handled by IntelliResponse without a need for the community to be involved. ETS integrates the IntelliResponse web services into their click-to-chat and email agent console so that agents have access to the same powerful answer agent as customers.

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