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In the Edit Dataset page, you can do the following to add sources to the dataset. Successfully created, these datasets can be used by AI Assist/AI Agent.
Internal Knowledge Base:
Turn on the toggle to enable Al to learn from the support content in your knowledge base.
Select one or more knowledge base resources, then articles from your knowledge bases will be used in this dataset.
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Click here, and learn how to manage your knowledge base. |
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External
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URL:
Turn on the toggle to enable Al to learn from imported content from public URLs, such as websites.
Click Add an External Content.
Input any public URL (such as pages on your website, pricing information, blog posts, etc.)
(Optional) You can click
to unfold the input area, input a list of special URLs.Click Add to add the external content.
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Note: Once you have successfully added a URL, if you want to sync the external content now, please click Save to start syncing.
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Important: It only imports pages that start with the URL you enter, so it’s best to use the most basic URL stem possible. For example, don’t use example.help/en-us, you should use example.help instead. It is currently unable to interpret or represent images or multimedia content. |
External Files:
Turn on the toggle to enable upload files, and we'll fetch all the text data inside.
Click +Add a File to select a local file to upload.
Note: Images are not a good knowledge source.
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Inbox Suggestions:
Turn on the toggle to enable Al to learn from conversations handled by your agents in the Inbox.
(Optional) Click View&Manage switch to Automation > Agent Assist > Inbox Suggestions to check in used suggestions. About Inbox Suggestions, you can find more details about https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/254410777#Inbox-Suggestions.
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Note: When the dataset is used by AI Agent or AI Assist, it will be marked as In Use.
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Click Settings toopen the Settings page, you can do the following in the Settings page:
Turn on the toggle to enable collecting conversation content from the Inbox.
Choose which teammates are able to suggest recommend conversation content. For example, you may only want to enable this for senior Support reps with more experience. Use the dropdown to select which teammates can suggest recommend their conversation content, or allow Any teammate to suggest recommend content.
Choose whether conversation content immediately available to Al or they need to be approved first. Once conversation content is suggested recommended via the Help Desk, it will automatically be added as Snippets on the Content page. You'll need to decide if these Snippets are: Immediately available to AI Recommended, or Set them as 'pending' in the 'Content suggestions' page for review.
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In the suggestion list, you can do the following:
Edit: Select a suggestion and click Edit icon to open the edit page.
Delete: Select a suggestion and click the Delete icon to delete the suggestion. Also, you can select more than one suggestion from the left checking box and click Delete button to delete selected suggestions.
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