Q&A knowledge is paired in a "question-answer" format. After importing related documents into the Tencent Cloud Intelligence development platform, the system automatically generates corresponding Q&A pairs. Compared with traditional document content analysis, Q&A pairs have higher specificity and structure: they can directly establish a one-to-one correspondence between questions users may ask and accurate answers, reducing ambiguity during model understanding and generation.
In customer service scenarios, Q&A pairs have distinct advantages. On the one hand, they can cover common issues and quickly locate standard answers, thereby significantly shortening response time. On the other hand, the structured feature of Q&A pairs facilitates subsequent maintenance and scale out, enabling continuous improvement of the knowledge base as business grows.
After importing knowledge into the system, the set application will form a Business Knowledge Base based on Q&A pairs. The application can directly use the knowledge base content to answer user questions, thereby achieving more efficient and accurate automatic knowledge service.
Note:
During the Application Evaluation process, you cannot change the knowledge base content, including adding imports, deleting, or modifying knowledge settings.
The knowledge base has a finite capacity. You need to purchase a knowledge base expansion pack to use it. Upon expiry of the expansion pack, files/Q&A exceeding the character limit will change to [overlimit invalid] status. Manual restoration is required after expansion. Overlimit invalid knowledge can no longer be retrieved in the dialogue interface and will be auto-deleted after 1 month of invalidity. It is advisable to renew on time or purchase additional before expiration.
The knowledge base Q&A application supports creating, moving, exporting, validating, and categorizing Q&A. After entering Q&A, when a customer inputs a question, the system will search and match it with questions in the Q&A database. If the similarity reaches a certain threshold, it will output the corresponding response.
Creating Q&A
Tencent Cloud ADP supports multiple methods for creating Q&A, including batch import, manual entry, and documentation generation. The platform prioritizes Q&A content for responses to enhance answer accuracy for key questions.
Import Q&As In Batch Steps
1. Enter the Knowledge BaseQ&A page.
2. Click Create, a new Q&A drop-down list will display. Select Import Q&As in batch, and a batch import Q&A window will pop up.
3. Download the template file, fill in the Q&A as instructed, then import the Q&A in batches to the Tencent Cloud ADP via file upload.
Note:
Requirements for batch importing Q&A files:
1. File size not exceeding 5MB.
2. Note that the length of each question and answer cannot exceed 2000 characters.
3. Single import: The maximum number of entries must not exceed 10,000.
4. Category title must not exceed 30 characters.
Manually Entering Q&A Steps
1. Enter the Knowledge BaseQ&A page.
2. Click Create, a create Q&A drop-down list will display. Select Manually Enter Q&As, and the Enter Q&A window will pop up.
3. After completing the Q&A content input in the Enter Q&A window, click Enter to complete the Q&A entry.
Generating Q&A From Files Procedure
Note:
Generate Q&A from documents is only supported for documents that have been imported into the system. Before using this feature, please import documents in Knowledge Base > Document. For related steps, see File Overview.
The time required to generate Q&A varies based on document size. The more characters, the longer the time required. After generation, a reminder will be displayed via pinned message.
1. Enter the Knowledge BaseQ&A page.
2. Click Create, a create Q&A drop-down list will display. Select Generate From Files, and the Enter Q&A window will pop up.
3. Enter the document selection page. After selecting the document, click Generate. The backend will generate Q&A based on the selected document.
You can click Q&A Generation Task to check task status.
4. Q&A generation completed. A prompt will be sent via pinned message list and Message Center. You can view the automatically generated Q&A pairs in Q&A to be verified.
Note:
Supported file formats for Q&A generation: pdf, doc, docx, ppt, pptx, md, txt, jpg, png, jpeg. Tables are not currently supported.
5. Click Q&A to be verified to perform manual verification on the generated Q&A results. Click Verify to modify the generated questions and answers.
6. After verification, click Accept to include the Q&A in the Q&A Knowledge Base. Unadopted questions will not take effect and can be viewed and modified later in the Not Adopted page.
Note:
Conflict Q&A: Q&A pairs automatically generated by the large model may contain conflicts, where the same question has two different answers. To ensure the accuracy of responses, perform merge processing on conflict Q&A. The system will notify the existence of conflict Q&A via pinned message list. By clicking Process, you can reserve the answers of conflict Q&A.
Q&A Operations
Q&A Categories: Creating question and answer categories in the knowledge base helps with convenient management of different categories of Q&A; supports up to 10 levels of categorization. Supports renaming, deleting, and searching categories. When hovering over any category, ... will be displayed on the right. Click ... to display a dropdown, click Add to create a subcategory, enter the name and press Enter to create a new subcategory under the current category.
Q&A Settings: Click Edit on the Q&A or click the question to edit the Q&A.
The setting items are as follows:
Similar Question: When multiple questions share the same answer, you can add multiple similar questions one by one within the question edit frame. Hitting any similar question will trigger the current answer. Each similar question supports up to 500 characters, and the same question supports a maximum of 100 similar questions. Support generating similar questions with one click through large model.
Note:
Generating similar questions with one click will consume the user's token resources. You can customize the Q&A generation model in the knowledge base model under Knowledge Management/Knowledge Base.
Effective scope: Support selection of "Not Effective", "Only Effective in Debug", "Only Effective in Publish", "Effective in Debug/Publish". Select it, then the knowledge will come into effect according to settings without needing to publish application.
Effective in Debug/Publish: can retrieve knowledge in both development and release domains.
Only Effective in Publish: can only retrieve knowledge in the release domain.
Only Effective in Debug: can only retrieve knowledge in the development domain.
Not Effective: unable to retrieve knowledge in both development and release domains.
Q&A Source: Default setting, cannot be modified, automatically matched via Q&A import.
Expiration Time: Set the effective time for Q&A knowledge. You can set it to permanent validity or customize the expiry time. If a custom expiry time is set, the Q&A knowledge will automatically expire after that time. For Q&A generated from documents, the expiry time remains consistent with the source document and cannot be changed.
Associated File: The source document for Q&A pairs can be customized, supporting selection from the document library. If the associated document has reference links enabled, the document source will be shown at the end when the Q&A is called, and online document viewing is supported.
Note:
For Q&A generated from documents, the Q&A tags and expiration time are consistent with the document and cannot be modified.
Q&A classification move: Select the Q&A, then click Move to category to move the selected Q&A classification to another category.
Batch export Q&A: Select the Q&A, then click Export in batch to generate Excel files of the selected Q&A, which can be downloaded to local.
Q&A filter criteria: filter Q&As through source, associated document, or status.
Q&A search: search for keywords in the question field.
Q&A deletion: Select the Q&A, then click Delete to remove the selected Q&A from the knowledge base (data cannot be recovered after the deletion, please confirm carefully before operate afterward).
Enabled status: Support by Q&A enable, disabled status. Once disabled, the Q&A will no longer be retrieved.
Q&A state: the published state in the system and custom active state after uploading.
Status Description:
Under review: The Q&A review work is in progress. Editing is not supported for Q&A in this status.
Review failure: The Q&A review fails. The reason may be that the question, answer, similar question, or problem description does not conform to the specified standard or requirement.
Learning: The Q&A learning work is in progress. No setting adjustment is supported for questions in this status.
Learn failure: The Q&A content learning failed, and Q&A cannot be conducted based on the Q&A in the dialogue test and official environment.
Import complete: The Q&A is deployed and takes effect within the set effective scope.
Expired: The Q&A has expired and is invalid. Q&A cannot be conducted based on the Q&A in the dialogue test and the formal environment.
Manual Appeal: When the Q&A review fails and is submitted for manual review, the status during the manual review process is Manual Appeal.
Manual Appeal Failed: The manual review is not approved, the Q&A status is Manual Appeal Failed, and modifications are needed to the Q&A before saving again.
Excess Capacity Invalidation: When the knowledge base capacity expires and the used knowledge base capacity exceeds the available knowledge base capacity, the Q&A exceeding the capacity constraint is processed as in an excess capacity invalidation state.
Excess Capacity Recovery: The process of restoring knowledge in an excess capacity invalidation state to its state before invalidation. Q&A in excess capacity invalidation requires manual recovery.
