Knowledge
The knowledge that backs every answer
The business’s articles and files, with versions and a read-only history. Ray will answer only from what is published and current, and the questions it could not answer will become new articles.
Early access with hands-on help from the team. Ray is in development.
Illustrative example of the Knowledge list: published articles, a draft, a file pending processing and an archived article, each with its status and when it was updated.
Illustrative example with sample data. Lumora is a fictional brand.
Add content
Two ways to add what the business already knows
Upload the files that already exist or write new articles in the console. Everything sits in the same list, with search and filters by type, status and language.
Illustrative example: on the left, an upload of four files, three ready and a pdf pending processing; on the right, the Markdown editor of a draft article.
Upload files
md, txt, html, pdf and docx files, several at once. The text of md, txt and html is searchable as soon as it is uploaded; pdf and docx stay pending processing for now.
Write articles in Markdown
Articles written and edited in the console. Saving a draft never publishes: Ray keeps using the published version.
Illustrative example with sample data. Lumora is a fictional brand.
Versions
Every publication stays in the history
An article's history will be read-only: every version will appear with its date and its author, newest first, and nothing is rewritten.
Archive and restore
An archived article stops being used in answers and can be restored when it is valid again.Validity dates
Outside its dates, Ray does not use an article even if it is still published. Seven days before it expires, the article comes up for review.Public or internal
Internal content is for drafts and team notes, and it is never quoted to a customer.
Illustrative example of an article's version history: four versions with date and author, the latest one published, and the buttons to view an earlier version and to archive.
Illustrative example with sample data.
Search
Search the way Ray would
Besides searching the list by title and text, the team will be able to type a question the way a customer would ask it and see which sections Ray would read, in what order, and which are left out.
- Only what is published and valid counts: a draft or an expired article shows up separately, with the reason.
- The test search sends nothing to any customer.
- With the result, the title or the headings get adjusted before the real question comes in.
Illustrative example of a test search: the question about how long a refund takes to be credited returns two published sections by relevance, and separately two documents that match but Ray does not use, one expired and one never published.
Illustrative example with sample data.
Continuous improvementIn development
Every question without a source will become an article
The questions Ray couldn’t answer will be grouped by topic as content gaps, with a suggested article for the team to review. Every published article will be one less reason to hand off.
Suggested, never published on its own
The draft will be built from the conversations in the gap, and a person will publish it.Tested before use
The new article will go through the business’s test cases before Ray can cite it.
Illustrative example of the content gaps of the last 30 days: two topics with a suggested article to review and one already covered by a published article.
Illustrative example with sample data.
Before it is citedIn development
A new article is tested before Ray cites it
The path will be the same for every article born from a gap: Ray suggests it, a person reviews and publishes it, and it goes through the business's test cases.
Gap detected
The questions without a source, grouped by topic, with the number of inquiries for each.
Suggested article
A draft put together from those conversations. It is never published on its own.
Test cases
Before it is published, the change goes through the business's cases. If something gets worse, the change will be put on hold.
Ray cites it
Once published and valid, Ray will use it in answers, and the team will see in the console when it was used.
Review the business's knowledge with the Ray team
A short conversation with the team that builds Ray to review the company’s case: frequent questions, existing knowledge, sensitive topics and a migration plan.