Introduction

1.1 Purpose

The purpose of this document is to provide a comprehensive functional overview of the iX Hello Knowledge system, which leverages Generative AI to assist Customer Service agents in their day-to-day operations. This chatbot is designed to enhance productivity by retrieving relevant information from various sources, while also generating clear and structured responses to support agents during customer interactions.

By consolidating the iX Hello Knowledge's features, capabilities, user roles, and interaction workflows, this document serves as a reference for both internal stakeholders and the development team, ensuring clarity in the system's objectives, design, and continued development.

1.2 Scope

This functional documentation outlines the key features and capabilities of the chatbot, providing detailed descriptions of its core functionality, interaction models, and system integration points. The document is intended for internal use and focuses on providing enough information for the following key areas:

• Ensuring alignment among stakeholders, including executive leadership, operations leadership and development teams regarding the chatbot’s purpose and intended functionality.

• Offering development teams a clear understanding of functional requirements and the system architecture needed to continue development and support future enhancements.

• Facilitating onboarding and training for Admins, Knowledge Managers and Customer Service Agents, outlining user roles and system interaction methods.

This document does not delve into technical implementation details such as specific coding frameworks, APIs, or infrastructure choices, as these will be documented separately in the technical documentation.

1.3 Audience

The intended audience for this document includes:

• Internal Stakeholders: Customer service leadership and business leaders who are involved in the strategic decision-making process around the chatbot’s deployment and ongoing improvement.

• Development Teams: Software engineers, system architects, and IT teams responsible for the chatbot's development, integration with existing systems, and future iterations.

• Support Teams: Knowledge Managers, Admins, and Customer Service agents who will directly interact with the system and oversee its operation, content, and feedback loops.

Understanding the system’s functionality and its interaction with users will ensure that all stakeholders and teams can work cohesively toward the successful implementation and scaling of the chatbot.