Skip to main content
Back to NLP Topics The Knowledge Graph (KG) turns FAQ content into a structured conversational experience. You can use an ontology-based hierarchy or the LLM-based Few-Shot model (no ontology required). See Knowledge Graph Terminology for concept definitions.
Few-Shot KGs support all features below except: Default terms, ontology-based path qualification, Lemmatization using Parts of Speech, Search in Answer, and Contextual Paths Qualification. Path-Level and KG Synonyms are supported only for Mandatory Terms and Tags. In Few-Shot mode, all synonyms are treated at a global level.

​
Open the Knowledge Graph Builder

  1. Log in to the XO Platform and open your AI Agent.
  2. Go to Automation AI > Knowledge AI > FAQs.

​
Create Node Structure

The AI Agent’s name becomes the root node by default (editable). Add a node:
  1. Go to Automation AI > Knowledge AI > FAQs > Manage KG.
  2. Hover over the root node and click +.
  3. Type the node name and press Enter. (Duplicate child node names under the same parent are not allowed.)
  4. Repeat to create additional first-level nodes.
  5. To create child nodes: hover over any node and click +.
To delete a node, click the Delete icon on the right of the node.

​
Build the Knowledge Graph

​
Add FAQs

Add question-answer sets to nodes. See Manage FAQs for full details. Limit: 50,000 FAQs across 20,000 nodes. Use when an FAQ requires a multi-turn conversation.
  1. Go to Automation AI > Knowledge AI > FAQs > Manage KG > Add Intent and select Task.
  2. (Optional) Enter a Display Name shown to users in ambiguity scenarios.
  3. Select a task from the drop-down. Add the utterance that triggers it.
  4. Add alternate utterances if needed.
  5. (Optional) Add a Reference ID linking to an external source.
  6. Click Save.

​
Manage Traits, Synonyms, and Stop Words

Add tags, synonyms, traits, and stop words to improve KG performance. See Knowledge Graph Training.

​
Manage Variable Namespaces

Associate Variable Namespaces with this KG under Manage Variable Namespaces (visible only when namespaces are enabled). See Managing Namespace.

​
Update the Knowledge Graph

After any change, click Train (top-right) to send updates to the KG engine. Untrained changes do not affect responses.
By default, intents in child nodes are visible to all ancestor nodes up to the root. To restrict visibility:
  • Select the parent node and click the exclude-child-terms icon on the Questions pane. Intents from child nodes become visible only to that parent, not its ancestors.

​
Move Intents Between Nodes

  1. Click the source node. Intents appear in the right pane.
  2. Check the intents to move (supports multi-select).
  3. Drag and drop onto the target node.

​
Edit and Delete Terms

  1. Hover over the node and click the gear icon.
  2. Edit the name, term type, status, traits, synonyms, or context.
To delete a term:
  1. Hover over the node and click Delete.
  2. Choose one of:
    • Delete FAQs along with the term — removes the term and all its FAQs.
    • Delete term and move FAQs to root — removes the term but moves FAQs to root.
Deleting a term also deletes all its child nodes.
  • If the AI Agent is published, train after deletion for changes to take effect.
  • Deleting a first-level term: use selective training to remove it from the published copy.
  • Deleting an nth-level child: select the entire parent term for training.

​
Edit Intents and Responses

  1. Select the node. Intents appear in the right pane.
  2. Hover over the intent or response and click Edit.
  3. Make changes and click Save.
  4. To delete: click the Delete icon. Select multiple intents for bulk deletion.

​
Improve Performance

  1. Define terms, synonyms, primary and alternate questions.
  2. Configure KG parameters:
ParameterDescription
Path Coverage(Ontology only) Minimum % of user utterance terms that must match a path to qualify it.
Definite Score for KGMinimum score to treat a KG intent as a definitive match, discarding other matches.
Min/Definitive Level for Knowledge TasksThresholds for identifying and responding to knowledge tasks.
KG Suggestions CountMax FAQ suggestions shown when no definite match is found.
Proximity of Suggested MatchesMax score difference between top and next suggestions to treat them equally.
Qualify Contextual PathsPopulates and retains context with terms from the matched intent for improved UX.
  1. Use Traits to qualify nodes even when the utterance doesn’t contain the term, and to filter the suggested intent list.