Note: This feature is currently in Beta. To enable it, contact your Customer Success Manager.


Advanced Q&A bots are the next generation of AI-powered bots that learn from various knowledge sources to answer how-to queries. The bot can learn from Files, Web links, Solution articles, and custom Q&As. 


What are the advantages of using an Advanced Q&A bot?

Advanced Q&A bots can:

  1. With easy configuration, offer customized responses to customer queries from your knowledge sources in just a few clicks.

  2. Provide an enhanced conversational user experience with multi-turn question answering, enhanced small talk, a multilingual experience, and much more.


How do you go live with an Advanced Q&A bot?

You can go live with an Advanced Q&A bot in a few easy steps:

Step 1: Create a new Advanced Q&A bot

Step 2: Configure the bot (Add knowledge sources, Configure bot messages, and other settings)

Step 3: Map the bot to a channel to go live.


Step 1: Create a new Advanced Q&A bot

  1. Go to Chatbots > New Bot

  2. In the Create new bot pop-up, choose Advanced Q&A

  3. Enter Bot name, select Primary language and click Create bot



Step 2: Configure the bot 

  1. Add knowledge sources

  2. Configure bot messages

  3. Settings


A. Add knowledge sources:

In the Knowledge sources section, use the Configure tab to add the knowledge sources from which you want the bot to learn.


Knowledge source upload guide:

Files

Type

  • Only PDF format is supported.

  • Maximum file size: 35MB

  • Uploaded PDF files should not be password-protected. 

Bot level limits

  • A maximum of 25 files can be added to a bot

Account level limits

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

URLs

Type

  • Only publicly available URLs are supported. 

  • (example: www.acme.com/warranty/India) 

  • Bots cannot learn from any private URLs.

  • The bot will only learn from static text content available in the URL; learning from video, animations, or screenshots is not currently supported.

Bot level limits

  • A maximum of 10 URLs can be added to a bot

Account level limits

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


Learn more about Knowledge Sources.

B. Configure bot messages (Optional)

To make it easy for you, we have preconfigured bot messages for you. You can

make changes at any point in time to any of the bot messages based on your

preferences.


  1. In the Bot messages section, you can configure how bots can interact with customers by customizing the following flow based on your requirements:

  2. Introductory greeting - Customize how you want the bot to greet customers. You can also use placeholders through which the bot can pull field values such as customer name, email, phone, etc.

    1. Failure Message - Set a failure message in case the bot cannot respond with an answer.

    2. Feedback - Collect customer feedback so you can improve bot performance.

    3. Automate agent handoff - Set the message to send to the customer while switching the conversation to an Agent.

Click Save


Learn more about Bot Messages.

C. Settings (optional)

  1. In the Settings section, you can configure the following advanced settings:

  2. Auto-resolve due to inactivity - Set the timeframe in which the conversation can be closed in case the customer is not responding

  1. Customize - Set the bot name and avatar. Click Advanced customization for further customization.

Learn more about the Bot inactivity and customization


Step 3: Map to a channel to go live.


Choose the channel of your preference to make the Advanced Q&A bot live.


How to analyze bot performance?

You can use the Analyze and Conversation logs tab to view the bot's performance and review specific conversations.


  • Performance Summary section

You can view bot engagement metrics like the total number of conversations, resolved rate, number of agent transfers, etc., and filter performance by the Source used by the bot.


Learn more about Performance Summary.

  • Improve bot section - Here, you can configure the following sections to improve bot performance:

    1. Unanswered queries: Shows the queries for which the bot could not respond. To improve bot efficiency, you can either enhance your Knowledge Base with better content or add Q&As to train the bot.

    2. Answered queries: You can review the answers provided by the bot. It is recommended that you create Q&As to respond with specific answers to certain queries

    3. Unhelpful responses: Check why some of the responses were marked as unhelpful by the customer and add additional information in your Knowledge Base or add Q&As

Learn more about Improve bot

  • In the Conversation logs tab, you can view the following details of a conversation: 

    1. Customer's name

    2. The time the conversation started

    3. Unique conversation ID

    4. Conversation's status. 

    5. Link to the respective conversation

Click the icon under the conversation inbox column to go to the respective conversation. You can filter these conversations by time, status, customer properties (name, email, phone, etc.), and conversation ID.

Learn more about Conversation logs/lists