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.
Create a Dataset
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Automation > Agent Assist > Dataset Resources.
Click +Create to create a dataset.
Note: Both AI Assist and AI Agent rely on existing dataset reources; any deleted dataset resource are not used to answer queries.
Input a name and description for the dataset, and click Create.
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.
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.
External Content:
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.
Note: Once you have successfully added a URL, if you want to sync the external content now, please 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:
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.
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.
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, agents can suggest content to be used again by AI, directly from the Agent Panel.
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 Dataset
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 Dataset
While your dataset is being used by AI Assist/AI Agent, it cannot be deleted. You must unbind it before you can delete it.
