Knowledge Hub

CXone Mpower Knowledge Hub ingests and stores knowledge from the knowledge sourceClosed A website that stores troubleshooting articles. of your choice. It parses and vectorizesClosed Converting text into vectors, a data format that large language models can easily process. knowledge into the proper format for CXone Mpower Copilot for Agents. This allows those generative AI applications to use that knowledge when generating responses. Knowledge Hub organizes your knowledge into knowledge bases and securely stores it on the CXone Mpower servers.

Supported knowledge sources include:

More supported knowledge sources will be added in future releases.

Terminology

  • Knowledge: The content stored in your knowledge source. This may include knowledge articles, troubleshooting articles, and other forms of documentation. This is the content that Copilot for Agents use to generate AI output.

  • Knowledge source: A repository of knowledge. Stored in a platform such as Expert or Salesforce.

  • Knowledge base: A collection of one or multiple knowledge sources.

  • Knowledge Hub: The application in CXone Mpower where knowledge bases are configured. You can then select those knowledge bases during Copilot for Agents configuration.

  • Ingest: To pull knowledge from a knowledge source into a knowledge base.

  • Sync: To update a knowledge base to have the latest version of the knowledge source content.

Process and Security

The following steps explain how Knowledge Hub ingests, stores, and uses your knowledge content. They include security details.

  1. Ingesting: Knowledge Hub uses secure, purpose-built APIsClosed Application Programming Interface. Allows you to automate certain functionality by connecting your CXone Mpower system with other software. to ingest knowledge. Knowledge Hub supports two types of ingestion:
    • Pull-based ingestion: Knowledge Hub uses API calls to pull knowledge from knowledge sources such as SharePoint and Salesforce.
    • Push-based ingestion: You can use an API to push knowledge directly into Knowledge Hub.

    All Knowledge Hub API communications use industry-standard authentication.

  2. Storing: Knowledge Hub stores knowledge content and metadata securely on the AWS S3 server. It is encrypted. That knowledge is organized into knowledge bases.

    You can have one or multiple knowledge sources in a knowledge base. For example, you could ingest knowledge from both ServiceNow and Zendesk into one knowledge base. You could then select that knowledge base while configuring Copilot for Agents so that it could retrieve knowledge from both ServiceNow and Zendesk.

  3. Preparing for LLMClosed Large Language Model. A type of AI that processes, understands, and generates human language based on context. use: Once knowledge is ingested, Knowledge Hub prepares that content for the Copilot for Agents LLM by:
  4. Retrieving and responding: When a user asks a question through Copilot for Agents, a Retrieval-Augmented Generation (RAG) system searches the vector database for the most relevant chunks of knowledge. The Copilot for Agents LLM then generates a response based on those chunks, the user's question, and any system prompts or other AI configurations. Because the LLM's response is grounded in your knowledge source, it is accurate and relevant.
  5. Syncing: Knowledge Hub knowledge bases sync regularly to stay up to date with knowledge sources. NICE Professional Services can configure the sync schedule for you. You can also manually sync knowledge sources. Syncing uses the same secure APIs as ingestion. When Knowledge Hub finds new content in a sync, it prepares that content for LLM use the same way it did during ingestion. Knowledge Hub displays icons that indicate the sync status of knowledge sources.

Columns

The following columns appear in Knowledge Hub for your list of configured knowledge bases.

Column Details
KB The name of the knowledge base. This is the name that appears during Copilot for Agents configuration. NICE Professional Services configures this name.
KB ID The unique ID number of the knowledge base.
Sources The knowledge sources ingested into the knowledge base. There can be one or multiple knowledge sources per knowledge base.
Status The status of the knowledge base or knowledge source.
Last Updated The date and time the knowledge source was last synced.

Status Icons

The Knowledge Hub interface: a list view of configured knowledge bases. A button to Contact Professional Services at top.

Knowledge Base Status Icons

The following icons indicate the status of the configured knowledge bases (KBs) in Knowledge Hub. They appear in the Status column in Knowledge Hub.

Icon Details
Information
icon of a dark blue I in a circle.
 Some of the knowledge sources in this KB are pending or syncing.
Active
icon of a green check mark in a circle.
 All of the knowledge sources in this KB have been synced successfully.
Warning
icon of a gold exclamation point in a triangle.
 At least one knowledge source in this KB failed to sync.

Knowledge Source Status Icons

The following icons indicate the status of the configured knowledge sources under each knowledge base. They appear in the Status column in Knowledge Hub.

Icon Details
Pending
icon of yellow lines of text next to a clock.
 The knowledge source is pending information, likely credentials.
Syncing
icon of a light blue counter clockwise arrow inside a cloud.
 The knowledge source isn't ingested and synced.
Active
icon of a green check mark inside a cloud.
 The knowledge source is ingested and synced.
Sync Failed
icon of a red X inside a cloud.
 The knowledge source was ingested but failed to sync.
Sync Required
icon of a gray cloud.
 A change was made to the knowledge base without syncing this knowledge source.
Renew Token
icon of an orange exclamation point inside a document.

The knowledge source's token needs to be renewed. Consult the documentation for your knowledge source platform, such as Salesforce or SharePoint, for instructions on how to renew the token.

When this status appears, Sync icon of two circular arrows pointing at each other. is disabled.

Setup Process

Setting up Knowledge Hub for your CXone Mpower system includes the following steps:

  1. NICE Professional Services creates knowledge bases (KBs) in Knowledge Hub.
  2. You either:
    • Provide NICE Professional Services with the credentials for your knowledge source.
    • Provide those credentials to the knowledge base yourself.

  3. While configuring Autopilot or Copilot for Agents, you select a knowledge base configured in Knowledge Hub.