Create an AI Assistant and Enable AI Handling

Prepare clear and updateable information #

The robot can use the company's knowledge base or information compiled by team members. Supported data types include document, URL, text, and Q&A. First sort out product descriptions, usage steps, frequently asked questions and matters that require manual confirmation; try to keep a clear answer to the same question to avoid mixing old and new versions of policies.

It is recommended to first verify with verifiable questions such as "How to start using" and "How to contact human resources". Writing applicable conditions and exceptions into your answer is more helpful than simply increasing the number of files. The quality of knowledge content does not equal the quality of actual responses, which still need to be tested after creation.

Administrators maintain a public knowledge base #

1. Expand "AI Management" in the admin console and enter the "Public Knowledge Base".
2. Click "Add" and give the knowledge base a name that identifies its purpose.
3. Add files, URLs, text, or Q&A content as provided on the current page.
4. After saving, check the knowledge base name and content classification for selection when creating a robot.

The screenshot of the admin console shows the knowledge base list and content classification, but does not fully display all the newly added forms. Therefore, the file format, size limit, crawl range and update method should be subject to the actual interface.

Employees create bots #

1. Select "AI Customer Service" on the client to enter the page for creating a customer service robot.
2. Fill in the bot name, select the applicable knowledge base or add your own data source.
3. Fill in the role description and other configuration according to the interface, and make it clear that it represents the enterprise customer service, which matters it can answer, and which matters need to be manually confirmed.
4. Check that the robot content is consistent with the service scenario, and then complete the save.
5. Turn on "Hosting" on the bot or session page. Simply creating a bot does not automatically enable AI handling.

Verify the answer first and take over manually #

Ask the designated test contact to send a question with a clear answer in the knowledge base, and check whether the reply matches the information and whether any premises are missing. Test a question that does not have an answer in the information, check the current response strategy and transfer to manual reminder. If there is no automatic reply, first check whether hosting is turned on, whether the account is online, and whether there are insufficient bytes, robot expiration, or other follow-up reminders.

After going online, errors found during testing should be sorted back into the knowledge base and similar issues should be reviewed. Don’t rely on the fact that a bot has been created or hosted as proof that the answers are accurate.

Check your result

Frequently asked questions