Training Maven

Building knowledge base

Maven answers powered by the knowledge you give it. An accurate, complete and robust knowledge base for Maven enhances its performance and ensures it provides accurate, reliable, and contextually relevant support. To build Maven’s knowledge base effectively, follow these steps:

How to add Knowledge

Compile all the resources your support agents utilize to answer customer queries and upload Content to Maven Knowledge. This can include:

  • Knowledge bases from customer service platforms like Salesforce, Zendesk, and Freshdesk
  • PDF, DOCs and CSVs of training materials (See the FAQ section below.)
  • Public websites and support pages can be added by pointing Maven to the URL and Maven will retrieve the website content
  • Individual knowledge items can be added through the manual option

Knowledge best practices

  • Ensure Data Quality and Diversity: Make sure the data is high-quality, representative, and unbiased to prevent skewed information.
  • Maintain Transparency and Documentation: Document how information is stored, updated, and retrieved within the knowledge base. This helps in understanding the AI’s reasoning and simplifies troubleshooting.
  • Prioritize Privacy and Security: Data used in the knowledge base will be shared by Maven so protect sensitive information to comply with data privacy regulations.

FAQs

Q: Among the options to add knowledge, which one(s) are preferable?

A: Maven prefers knowledge bases from customer service platforms like Salesforce, Zendesk, and Freshdesk, since they tend to be well-formatted and easily refreshable. File uploads and manual entries are also great options.

Q: What format does the CSV files need to be in to upload into Maven’s Knowledge Base?

A: The CSV files should have a header and at least two columns “title” and “content”. Each row represents a document entry. Optionally, you can also include “url” and “metadata/languagecode” (ISO-639-1 language codes, e.g., “en”, “es”, “de”).

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