Back to NLP TopicsA Knowledge Graph (KG) converts static FAQ text into a structured conversational experience. It supports two models: an ontology-based model using hierarchical terms, and an LLM-based Few-Shot model that requires no ontology.
Organizes FAQs using terms, synonyms, traits, and context. When a user asks a question, the engine matches utterance tokens against KG nodes (path qualification), then scores shortlisted questions using cosine similarity.Enable: Go to Automation AI > Natural Language > NLU Config > Engine Tuning > Knowledge Graph and select Ontology Model.How it works:
User utterance and KG nodes are tokenized; n-grams extracted (up to quad-gram).
Tokens are mapped to KG nodes to get indices.
Path qualification: paths are shortlisted based on term coverage and mandatory term presence.
Best match is selected by cosine scoring over shortlisted questions.
Training process:
All terms/nodes and their synonyms are indexed.
A flattened path is established for each KG intent using those indices.
Uses Kore.ai’s LLM to identify FAQs by semantic similarity—no ontology needed. Add all FAQs to the root node.Enable: Go to Automation AI > Natural Language > NLU Config > Engine Tuning > Knowledge Graph and select Few-Shot Model.Prerequisites before enabling:
Requires NLP V3 and Ranking & Resolver V2 (auto-updated when enabled).
Embedding model options: BGE M3 and Pretrained MPNet.
When switching from Ontology KG: Default terms are retained until updated, then become Organizer terms (can be set as Mandatory).
Only Mandatory terms support path-level synonyms.
How it works:The LLM computes semantic similarity between the user utterance and FAQs, returning a similarity score. The score determines match type (definite, probable, etc.) based on thresholds. Matched intents are sent to Ranking and Resolver to select the winner.
Starting with v10.1, Few-Shot is the default for new KGs under NLP V3 in English.Go to Automation > Knowledge AI > FAQs to switch types.
Before changing KG type, back up your existing graph by creating a new app version or exporting as JSON or CSV. Changes are captured in App Settings > Change Logs.
