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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 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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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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