ZVA choose specific categorized information on knowledge base.

[nordinjr]

Currently, I want to make ZVA chatbot rule-based whenever end user click on "info A" button, any further question asked will only take knowledge base that has been categorized with "info A" related data.

my question regarding this : 

1. is it possible program it?
2. if it's possible, may i know how to program it?
3. may i need any prior programming language to program it?

[VanessaVaZoomie · Accepted solution]

Hello! You would do this with NO CODE, only configuration of settings. 

First, you would want to clarify what type of knowledge base you're setting up. If you're doing an integration, then ensure you have the categories and tags set up for "Info A" versus "Non-Info A" articles. If you're selecting a web sync knowledge base, read here: https://developers.zoom.us/docs/virtual-agent/web-sync/. 

Once you ensure that you know the category or tag that "Info A" and "Non-InfoA" customers should see, you will then create a Global custom variable (https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058251) to set when a customer selects "Info A" or "Non-Info A." 

Next, create segments in your knowledge base (read this: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0074026) and point the category/tag to the variable. 

Lastly, in the default flow, you will create the "collect input" widget to show to the customer and when they select their "persona" (Info A, B,C), map that to a "set variable widget" and then connect that to a match intent widget. This will then do exactly what you're asking. If the customer selects the button for "Info A", then when they ask a question, it will only pull from articles with the category/tag "info A." 

Make sure that you set the variable as a Global Variable, so if you want to make any bot flows, you can start it with looking for what type of customer persona/profile they have and then can tailor the experience from there. 

Hope that is helpful and thank you for using Zoom Virtual Agent!! 

-Vanessa Van Arsdale

AI Implementation Expert at Zoom

[nordinjr]

Sorry for the late reply,

i already create 
1. custom global variable
named : info_a

Data type : String

value : undefined
also created info_b with same details of info_a

2. segments created (segment_a and segment_b)
a. name = segment_a
a.1 variable = info_a

a.2 predictable variable = equal to

a.3 name = segment_kb_a
a.4 KB categories = Info A

b. name = segment_b
b.1 variable = info_b

b.2 predictable variable = equal to

b.3 name = segment_kb_b
b.4 KB categories = Info B

after going on the chatbot flow and setup "collect input" > "set variable" > "match intent", on match intent it shows KB categories of Info A and Info B.

on "Set variable" widget i set "info_a" and assign value to "segment_kb_a"

however, when tested it either encountered error. May i know which part i misinput?

[VanessaVaZoomie]

Hello! Yes, this is possible! I will draft up a response on how to do it.