How to upload documents to train your AI assistant
Go to the Content tab and then Response generation.
Upload PDFs, Word documents, text files and spreadsheets, and your AI assistant will be able to locate information within it to draw out answers to customer queries, even if the document has hundreds of pages or hugely detailed information inside.
You can upload a new version of your document any time:
Important note on LLM input control
To answer any question, your AI assistant will always check for responses it already has. If there isn’t one, it looks for answers in your pre-approved content (website and documents).
If an LLM has been used to help create a response, you choose if customers should see this LLM-generated response right away, or only once you’ve approved it. Simply switch the toggle on or off to make your choice.
Switch the toggle off and your AI will still find an answer, but it will only appear as a new suggestion on your Flows page and won’t be used to respond to customers unless you approve it. These training suggestions make it a whole lot quicker and easier to keep your AI assistant learning all it can, consistently.
How to make the most of training suggestions
When your AI assistant goes live we start to review the conversations it has with your customers.
If your AI assistant is confident a customer question should have an automated answer but doesn’t yet have have one, it’ll be automatically suggested as a worthwhile update for you to approve.
Anything else is picked up by our expert team as part of our conversation review service. Our experienced team of language experts, psychologists, designers and writers are your essential human in the loop, there to keep your AI assistant focussed on the right training. As well as filtering out unnecessary questions that will muddy its learning and dilute your great results, they make sure your AI assistant only sends out relevant, accurate responses to your customers while also staying up to date with their ever-evolving needs.
You’ll get a notification whenever there’s a new training suggestion and nothing goes live without your say so.
You can keep tabs on how each individual flow is performing using the tally in your list of flows:
The first percentage on the left shows your success rate (how often your AI assistant both understands and resolves a query without any input from your team)
The second percentage shows how much positive customer feedback the flow gets
The figure on the right shows how many times the flow has been used
Top tip: Rest assured customer data is protected since all PII (personal identification information) is automatically removed from conversations before they enter our advanced system.
Next, we’ll show you how easy it is to create your responses using text, images, links and more.
How to craft responses
Now you’ve logged in and have your first flows up and running, you’ll be able to edit the responses your AI assistant gives out to questions (if you want to).
Responses should be as short and succinct as possible, so your AI assistant gets straight to the point.
Think about the way the information is presented too:
Would an image or video make the response clearer?
Is it helpful to add a link or button?
You’ve plenty of design options to make your responses as helpful as they can be:
Mostly, you’ll use text bubbles.
You can add links (with or without images).
Use buttons for your CTAs.
Offer multiple choice where it’s needed
If the answer is ‘it depends’, use multiple choice to get your customer to the right answer.
1. Add your clarifying question.
2. Add the appropriate answer for each option or group of options.
To check you’re happy with how your flow looks and sounds, use the device preview on the right-hand side. Type in the question, just like your customer would (or copy/paste it in), eg. “Can I make a return?” to see the answer appear in real time.
When you’re ready, hit Publish to update your flow and your AI assistant can start using it in conversation with your customers as soon as it’s live.
Hint! Any flows in your list that are unpublished show with a grey tab and go green once published.
Top tip: Remember, your AI assistant learns on the job as new, real customer enquiries come in ― resist the urge to load it up with more and more new flows and wait for suggestions instead.
Next, you can really start to make your AI assistant your own.
