Knowbot answers questions using learning content available to you in Learningbank. This can include learning modules, PDFs, Word documents, videos, audio, and other supported content.
Knowbot does not read through all available material from beginning to end every time you ask a question. Instead, it searches for the information that appears most relevant to your question.
What happens when you ask a question?
Knowbot works in three main steps:
It searches the available learning material
Knowbot searches the content you have permission to access and identifies the sections most closely related to your question.
It selects the most relevant information
Learning material is processed in smaller sections. Knowbot selects a limited number of the sections that appear most relevant to the question.
It creates an answer
Knowbot uses the selected information and your question to formulate an answer. Where possible, the answer includes a reference to the source material.
Selecting a focused set of information helps prevent unrelated content from being included in the answer.
Knowbot may ask you to clarify
If a question could refer to several products, systems, or topics, Knowbot may ask a clarifying question instead of guessing.
For example:“How do I change the settings?”
If the learning material contains instructions for several systems, Knowbot may need to know which system you mean.
You can make the question more specific: “How do I change the notification settings in System A?”
A clarifying question does not necessarily mean that Knowbot could not find relevant information. It can mean that several possible answers were found and more context is needed to select the correct one.
Source references
When Knowbot provides an answer, it should include a reference to the source it used.
Where possible, you can open the source to review the information yourself. If the answer comes from a specific module, the reference should point to that module.
Knowbot is designed to base its answers on the available source material. If it cannot find enough relevant information to support an answer, it should say so instead of guessing.
Questions in different languages
You can ask Knowbot a question in a different language from the source material.
For example, a question in Swedish or Dutch may be answered using information from an English source.
When instructions contain names, buttons, or other interface terms, Knowbot may preserve the original interface labels so they match what the user sees on screen.
Spelling mistakes and natural language
Knowbot can generally understand:
common spelling mistakes;
short or informal questions;
different ways of asking the same question
questions written in a different language from the source.
Including the relevant product, process, policy, or system name can help Knowbot find a more precise answer.
How access affects answers
Knowbot only searches content that is available to you when you ask your question.
This can include:
unlocked content assigned to you
published content you have permission to access
relevant content available to you in Explore
Knowbot does not use:
locked content
unpublished content
content you do not have permission to access
content that is no longer available
Two users may therefore receive different answers to the same question if they have access to different learning material.