Get Started with Knowledge Discovery
Knowledge Discovery helps turn information from business calls and messages into answers for your knowledge base. Use it to gather a starting point, then check the facts before your assistants rely on them.
Start a discovery
- Open AI → Knowledge Bases → Knowledge Discovery. Confirm that you are in the correct business location.
- Open What gets sent, and what does not and read the information notice. The setup screen states that it reads the 50 most recent calls and 200 messages. Check that the available conversations represent your current business.
- Choose Start Discovery when you are ready to process that information. The portal runs the task in the background and says it will email you when the results are ready.
Follow the progress and review the answers
The progress indicator has Setup, In progress and Review. Return to this page to check the state. Starting the process is different from approving the answers it generates.
When results are ready for review, compare proposed answers with information your business has confirmed. Check hours, services, prices mentioned in older conversations, exceptions and cancellation instructions. Remove personal details from reusable answers and correct outdated or incomplete information before using it as business knowledge.
If a result is missing information, maintain the confirmed answer through your Knowledge Bases. Then check that the intended assistant uses the correct knowledge base under What it knows, and test its answers.
Which Discovery should I use?
Knowledge Discovery helps prepare business answers from calls and messages. AI Discovery Engine inside Call Intelligence analyzes call patterns and recommends analysts and automation rules. See AI Discovery Engine for that separate workflow.