Knowledge base conflicts: when two documents disagree

Where to find it

In your account menu, under Dri's knowledge, Conflicts tab.

The same entry opens the four tabs on the subject (Documents, Open questions, Conflicts and Quality) and stays highlighted while you are in any of them. The detail of a document with conflicting facts also has a shortcut: the amber strip with the link See the conflict queue.

What a conflict in Dri's knowledge base is

When two documents state different values about the same subject (the old table says free freight above R$ 500, the new one says R$ 800), Dri does not guess. What she does depends on the weight of each side.

The comparison is by the written value: numbers, times, percentages, acronyms and codes. "3 days" in one document and "72 hours" in the other count as different values, even though they mean the same. Standardize how you write them.

With no open conflict, the screen says "No open conflicts."

Who wins on their own, and who lands in the Conflicts queue

Each piece of information carries the source of the document it came from, and the source has weight:

Different weights: the heavier one goes in and the lighter one stays out. Nobody needs to decide anything: this is the reason to mark as Curated what was actually written for Dri.

Equal weights: nobody wins, both stay out, and the conflict shows up here. That is the case of two collected documents, or of a team answer against a curated document.

The send date does not break ties: an old manual sent after a new policy does not win for arriving last.

⚠️ An open conflict is knowledge Dri does not use

While the conflict is open, neither side answers, and the question that would land on them becomes a refusal and goes to the Open questions tab, from a knowledge base that has the information twice.

That is why each conflict's card repeats: "While the conflict is open, Dri answers with neither of the two — she forwards the question to the team."

The same information in two documents is not a conflict

When two documents say the same thing with the same value, the information goes in only once and gets both sources. Nothing goes to this queue, and the detail of the document that stayed in the background shows those facts as out of search: that is normal, the other one is the one that answers.

How to decide a conflict

Each card says "N documents disagree" and shows the sides side by side. Each side carries:

• the title of the document it came from and the section;
• the source, with the explanation of the weight on hover;
• the fact's text and, when it differs, the literal excerpt from the document in quotes.

The literal excerpt is what proves the reading did not distort anything. In a decision between two numbers, check there that the fact was read correctly before stating it to customers.

Once you have chosen the side, click This one is right.

What happens after you click This is the one that counts

The chosen side starts answering again; the others are recorded as superseded and out of search. Two possible messages:

• "Resolved. Dri now answers with this information.": done.
• "Resolved, but the chosen information has not entered search yet. It goes in at the next knowledge base sync.": the decision took effect and the conflict closed, but the winner has not become a searchable excerpt yet.

The second one is not an error. If it persists, use Reconcile in the Quality tab. See Knowledge base quality: test what Dri answers.

Conflict with only one side

Sometimes the card says "One side was left alone in this conflict". That means the other document was deleted, and the survivor stays out of answers until someone confirms it counts. It is the same click: This is the one that counts.

How to avoid conflicts in the knowledge base

1. When you update a document, delete the old one instead of leaving both. The knowledge base does not know which one is newer: to it, they are two statements on the same subject.
2. Use Curated only for what was written for Dri. Marking everything that way evens out the weights, and the automatic tiebreak stops happening.
3. Always write values the same way (always "business days", always "R
   quot;).

Common questions

Can I undo a choice? The screen has no undo. If you chose the wrong side, the way out is to correct the winning document and upload it again, deleting the old one.

Does resolving here change the document's file? No. It only decides which information Dri uses; the files stay as they were uploaded.