AI Knowledge

Overview

The AI Knowledge module in the VCC Live 360 Admin is a centralized knowledge management solution. It enables users and administrators to organize and upload company documents—such as operating policies, product specifications, FAQs, and internal guides—into structured folders, which the system automatically transforms into a searchable, AI-ready knowledge base (index).

This knowledge base powers VCC Live’s intelligent features (such as AI agent assistants that support agents and automated workflows), ensuring that all AI-generated responses and suggestions are grounded directly in your organization’s verified documentation.

Access & Permissions

• Location: Available in the VCC Live 360 Admin main navigation menu under AI Knowledge Module.
• Required Permission: Access to the module is restricted by a dedicated user permission (AI Knowledge). Only administrators and authorized users with this permission can view and manage the module.

Managing Folders (Structuring Knowledge Bases)

Documents can be organized into distinct folders based on topics, products, departments, or projects.

1. Creating a New Folder

1. Click the New Folder button.
2. In the right-hand panel, enter a descriptive name for the folder.
3. Save the folder. It will appear immediately in the folder table.

2. Renaming a Folder

1. Select the folder you wish to modify in the table.
2. In the right-hand panel, edit the folder name.
3. Save your changes. (All existing files and the indexed knowledge base remain intact.)

3. Opening and Browsing Folder Contents

• Click on a folder’s name in the table to open it.
• The view switches to the file list, showing all documents stored in that folder along with their indexing statuses.

4. Deleting a Folder

• If a knowledge base folder is no longer needed, it can be deleted using the delete action on the folder row.
• Security Confirmation (Captcha): To prevent accidental data loss, deleting a folder requires security confirmation (such as a confirmation prompt or Captcha verification).
• Warning: Deleting a folder permanently removes all source files contained within it, as well as the entire generated AI knowledge base index.

Uploading & Managing Source Files

1. Supported File Formats

The system is optimized for text-based documentation. The following file formats are supported:

• PDF (.pdf)
• Microsoft Word (.docx)
• Plain Text (.txt)
• Markdown (.md)

All uploaded files undergo standard VCC Live security and safety verification before being saved.

2. Adding Source Files (Add Sources)

1. Open the folder where you want to add documents.
2. In the right-hand panel (Add Sources), click to browse your local computer or drag and drop files directly into the upload area.
3. Review the selected files in the panel.
4. Confirm and start the upload.
5. Once uploaded, the files appear in the table, and the system automatically begins processing and indexing them.

Note: Uploaded files cannot be renamed directly in the interface. To update a document’s name or contents, delete the existing version and upload the revised file.

3. Downloading Files

• Click the download icon next to any file in the table to download the original document to your computer for verification.

4. Deleting Files

• Individual outdated or redundant documents can be deleted directly from within a folder.
• File deletion also requires confirmation.
• Once deleted, the document’s content is automatically removed from the active AI knowledge base index.

Indexing Lifecycle & Statuses

After files are uploaded to a folder, VCC Live automatically initiates background processing to construct the AI knowledge base index.

1. Status Labels (Index Status)

Each file and folder displays a clear status label in the table to indicate its processing state:

• Pending / In Progress: The system is currently analyzing the document content and building the AI index.
• Indexed: The document has been successfully processed; the knowledge base is ready and actively available for VCC AI features.
• Error: An issue occurred during processing (e.g., an unreadable or corrupted document).

2. Real-Time Status Updates

The VCC Live interface automatically monitors indexing progress in real time. You do not need to refresh your browser page—status badges update automatically as soon as processing completes.

When you are uploading new files to a folder that is being indexed, the indexing will be extended to the new document.

Frequently Asked Questions (FAQ)

Q: Why don’t I see the AI Knowledge menu in Web Admin?
A: Access to the AI Knowledge module requires specific user permissions (AI Knowledge / adminAiKnowledge). Contact your system administrator to ensure this right is assigned to your account.

Q: What type of documents should I upload for best results?
A: Upload clean, well-structured text documents such as FAQs, product manuals, policy documents, and standard operating procedures. Scanned image-only PDFs without readable text layers should be avoided, as text cannot be extracted from them.

Q: If I delete a document from a folder, will the AI still retain information from it?
A: No. Deleting a document immediately removes its processed contents from the active AI knowledge base index, ensuring the AI will no longer reference it in future responses.