Guru's Verification engine ensures consistency, confidence, and trust in the knowledge your organization shares. Learn more.

Introduction to Context

The circumstances surrounding a question can be a major influence on the way you might want to answer it. If you have no control over what the context of a question is, your answer will need to cover all or most possible circumstances.

In some cases, you might need to provide different answers to the same question being asked.

In Conversational AI Cloud, you can pre-define context variables that easily let you apply different answers to a group of questions. These variables are called context. When a context variable is created in a project, there needs to be logic (business rules) in place to make it work.

image.png

Different Types of Context

System Context Examples

System contexts comes default with every project.

  • DeviceOS: This is a system context that comes default with every project.
    Depending on the users operating system, you might need to provide a different answer.
  • DeviceType: This is a system context that comes default with every project.
    Depending on the users device, you might want to provide different information in your answer. Desktop answers might be more detailed and smartphone answers might be shorter or use a different tone of voice.

Context Example (Not Requiring Logic)

Create your own context variables via the Configuration screen.

Internal: This context applies only to the owner of the database and can be used to "save" answers in your database so you can review or use them again later. Answers with internal context are for your eyes only and will not be shown on the live environment.

image.png

Context Examples (Requiring Logic)

Depending on how the context is intended to work, you might need your Developer to apply some additional logic. In this example, your developer would need to build logic to recognize the context for the location of the order (i.e. via a tracking app) and the time of day.

Create your own context variables via the Configuration screen.

image.png

A couple more examples:

Profiles: Your website has different profiles and you want to create answers for each one. For example, a personalized answer for different types of users such as public or private or business customers.

Opening/Business hours: Sometimes you might want to provide your customer with different contact options. For example, when they ask their question outside opening hours or whether a live chat agent is available or not.

Package Type

Pro & Enterprise

You must have Author or Collection Owner permission to create Guru Cards. Contact your team's Guru admins to use this template.