Feeding the knowledge base

Open Administration, Artificial intelligence, then Knowledge base. An article carries a title, content, a category and an entity; the list shows whether search already takes it into account.

MAYA searches this base to answer your customers, in conversations, support and social media. A deactivated article is no longer served.

When a team member answers a customer question, MAYA proposes turning it into an article. Proposals are decided in MAYA then Customer questions, proposed knowledge section: publish, or discard with a reason.

An answer written for one specific customer (an amount, a date, « your file ») is flagged as personal, and is never published on its own, even if you automate this publishing in Réglages de l’autonomie (autonomy settings).