Currently, the AI chatbot only provides text-based replies when referencing articles from the knowledge base. We would like the chatbot to be able to include direct URLs/links to the referenced articles in its responses.
Current Behavior:
AI chatbot participates in chat dialogues
Provides text summaries or excerpts from knowledge base articles
Does not include clickable links or URLs to source articles
Requested Behavior:
AI chatbot should include direct URLs to knowledge base articles when referencing them
Users should be able to click through to read the full articles
Links should be properly formatted and accessible within the chat interface
Business Value:
Improved user experience by providing direct access to source materials
Reduced support ticket volume as users can self-serve with complete information
Better knowledge base utilization and discoverability
Enhanced transparency by showing exact sources of information
Use Cases:
Customer asks about a specific policy → chatbot provides summary + link to full policy document
User needs troubleshooting help → chatbot references relevant how-to articles with direct links
General inquiries → chatbot can point to comprehensive guides and resources
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Raymond