Deflecting chatbot fails (fallbacks) to Knowledge base


We’re looking for chatbots that can ingest our Knowledge base and deflect users back to the appropriate articles when their reply’s confidence is under some predefined threshold.

I would like to see your bot live over someone’s Knowledge Base. Do you have a good example?


Hi Alex,

yes, we support programmatically extension of the Resolution bot to support integration with your Knowledge base. You can find a good example here:

The example shows how to programmatically configure Tiledesk to deflect “low confidence”

users’ questions to the Knowledge base (we used Wikipedia as an example) to fulfill their requests.

Moreover on the following official government site of Italian Public Administration you can see a chatbot deflecting the question to their knowledge base (when it doesn’t get a good confidence with the trained replies):

Simply write processo civile as soon as the conversation starts.
The receptionist chatbot is not trained for this question and it deflects the query to the Knowledge base that replies accordingly.

Moreover, if no operators are available, a form (developed by the Client) will appear allowing the end user to open a ticket on the Client’s ticketing system.

It is a “conversation-embedded” app that we support out of the box.
You can find more info and a tutorial here: