You can improve AI responses drafted by AI Assist and AI Agent by identifying various knowledge bases and files, that can help AI Assist/AI Agent work better. With sufficient material, AI Assist can provide apt responses to customer queries.
Step by Step Instructions:
（1）Log in to the CloudCX Control Panel.
（2）From the left navigation menu, go to Automation > Agent Assist > Dataset Resources.
Note: Both AI Assist and AI Agent rely on existing knowledge sources; any deleted Knowledge Sources are not used to answer queries.
Add Dataset
Click Create to create a dataset.
You can add sources to the dataset by selecting the following options. Successfully created, these datasets can be used by AI Assist/AI Agent.
Knowledge Base: You can select knowledge bases, and then articles from your knowledge bases will be used.
External Content: You can add URLs to sync, and then the imported content will be used.
a. Click Add a External Content
b. You can use any public URL (such as pages on your website, pricing information, blog posts, etc.)
Note: Once you have successfully added a URL, click Save to start syncing.
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.
Files: Click Add a file to upload local files. Keep in mind that images are not a good knowledge source.
Inbox Suggestions: Enable Al to learn from conversations handled by your agents in the Inbox.
Your Support team's conversations contain a wealth of knowledge with some of the most reliable and up-to-date information. With conversation content enabled, teammates can suggest content to be used again by AI, directly from the Help Desk.
a. Click the View&Manage to manage the settings and content.
b. You can choose which teammates are able to suggest 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 their conversation content, or allow Any teammate to suggest content.
c. Once conversation content is suggested 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.
d. Click Review Suggestions to open the first pending review suggestion on the list in a modal. This allows you to preview the content, edit the suggestion, skip to the next pending review suggestion, add as a suggestion, or reject the suggestion.
Note: Suggeations with the status of available will be used by the corresponding dataset.
Edit Datsaset
Select Edit to edit the Knowledge Source information, if you want to edit the file(s) you uploaded, please click on this dataset card to enter.
Note: When the dataset is used by AI Agent or AI Assist, it will be marked as In Use.
Delete Datsaset
While your dataset is being used by AI Assist/AI Agent, it cannot be deleted. You must unbind it before you can delete it.
