Introduction:
Knowledge items are not matched through intents and Natural Language Processing. Instead, matching is done on a combination of the title and the keywords of a knowledge item.
Tuning the confidence treshold:
If you want to increase the chance of a user question being matched with a knowledge item, you can tune the confidence threshold of the knowledge base.
The confidence threshold is the degree of confidence that you bot has in whether the user question matches a knowledge item. The higher the confidence level, the narrower your results will be.
When you set the confidence threshold to 0.99, the user needs to type the exact title of a knowledge item for it to be returned by your chatbot. Even leaving out a question mark or letter would already result in a non-match.