Your Freddy AI Agent can access a repository of information to provide accurate and relevant answers to customer queries. By configuring knowledge sources in Freddy AI Agent, you enable the AI Agent to learn from various learning sources such as PDFs, URLs, FAQs, and custom Q&As. 


These sources enrich the AI Agent's understanding, allowing it to respond more effectively to customer inquiries. Properly setting up these sources ensures your AI Agent is well-equipped to handle various questions, enhancing the overall customer experience.


Knowledge source upload guide:

Files

Type

  • File formats supported - .txt, .docx and .pdf.
  • Maximum file size: 35MB
  • Uploaded files should not be password-protected. 

AI Agent level limits

  • A maximum of 25 files can be added to an AI Agent

Account level limits

  • A maximum of 200 files can be added per account.

URLs

Type

  • Only publicly available URLs are supported. 
  • (example:  https://www.acme.com/warranty/India) 
  • AI Agents cannot learn from any private URLs.
  • The AI Agent will only learn from static text content available in the URL; learning from video, animations, or screenshots is not currently supported.

AI Agent level limits

  • A maximum of 10 URLs can be added to a AI Agent

Account level limits

  • A maximum of 25 URLs can be added per account.


You can choose from the following sources for the AI Agent to learn:

        1. URLs - Add a public URL from which the AI Agent can learn. 

            In the pop-up that appears, enter the URL name and add the URL.


Note:The AI Agent may take up to 30 minutes to learn from the URL. Once it has done so, you will receive an email.


2. Files - Click Upload files to add PDFs you want the AI Agent to learn from.


Note: Use the disable reference icon if you do not want the file to be shown as a citation along with the answer. The AI Agent will continue to learn from these sources but will not be shown as a reference when disabled.


 If you do not want the AI Agent to learn from specific files, click the three dots next to the file name and toggle off the Show as references icon to skip the file from learning.


3. FAQs - You can add your Knowledge Base as a learning source for the AI Agent. You can select specific categories from which the AI Agent can learn. The default behavior is for the Show FAQ reference with the answers checkbox to be checked, meaning the AI Agent will display the FAQ source along with the answers. If you prefer not to show this reference, you can uncheck the box to keep the FAQ source hidden from users.Category can only be selected in Old Freshdesk Omnichannel accounts and not in Freshdesk Omni(formerly CSS) accounts or Freshchat standalone accounts.

4. Q&As: In addition to the knowledge sources added, you can manually add questions and answers for specific topics that are missing in the knowledge sources.


Example,

Question: What is the charging time for the battery of the Z1 Zola electric scooter?

Answer: The Z1 Zola electric scooter takes 4.5 hours to charge a home charger fully. Additionally, the Hypercharger can give you up to 60 km of range in just 10 minutes.

Click Add a new Q&A to add a new question and click Create.


You can also choose to delete queries from the list of questions.