Filter Knowledge Search in Virtual Agent Based on Pre-Chat Survey Selection

[deepaktomar]

Hi All,

I am working on a Virtual Agent use case where I have configured a pre-chat survey with an option:

"Please select if your inquiry is related to HR or IT"

and display buttons: IT and HR.

My requirement is:

If the user selects IT, then any further queries in the conversation should only search and return results from the IT Knowledge Base.

If the user selects HR, then the search should only be from the HR Knowledge Base.

I already have both HR and IT Knowledge Bases configured in my instance.

Could you please suggest the best way to achieve this filtering in Virtual Agent so that knowledge search is limited to the selected knowledge base?

Thanks in advance!
Deepak Tomar

[RaghavSh]

Here is the idea, There is an OOB topic block "AI search". This topic block accepts the Search application and search term as input and return the relevant results.

You can create a AI search application which will include search profile and search source ( having one of your knowledge base) and add it as input.

This topic OOB block can be called in your topic and user search term and search application can be passed to it. The OOB topic block will do the search as per the search application and return the result.