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. About Inbox Suggestions, you can find more details about https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/254410777#Inbox-Suggestions.
Note: When the dataset is used by AI Agent or AI Assist, it will be marked as In Use.
Manage Datasets
Edit: Select a dataset, click
button and click “Edit” icon to open the Edit Dataset page.
Note: If you want to configure the dataset, please click on this dataset card to enter the configuration page.
Delete: Select a dataset, click
and click “Delete” icon to delete the dataset.
If the dataset has been used in AI Assist or AI Agent, you need to disassociate the belonging relationship of the dataset, then you can delete the dataset.
View & Manage Inbox 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.
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 > Inbox Suggestions.
In the Inbox Suggestions page, you can do the following:
Click Settings to open 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 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.
Choose whether conversation content immediately available to Al or they need to be approved first. 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.
With conversation content enabled, when resolving a ticket, teammates will sporadically be asked if they would like to add their answers as content for Al Agent.
(Optional) If you select Set them as 'pending' in the 'Content suggestions' page for review in the Settings page, you can click
button to 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. After approving the suggestion, the status of the suggestion will be switched from Pending to Available.
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 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.
Note: Suggeations with the status of available will be used by the corresponding dataset.