FAQ Bot's knowledge base consists of a library of question and answer pairs, articles and files. To start building an FAQ Bot, you just need to start adding questions and answers in the FAQ Bot portal.
FAQ Bot uses AI to find the best match for a user’s question, supported by content you maintain, test, and train.
Your FAQ Bot comes with built-in responses to common questions, so you can get up and running fast. Answers can include images, gifs, videos, forms and articles, for a rich conversational experience.
Your conversational content is structured in an intuitive way, based on simple question and answer pairs. Use follow up questions to guide the conversation, and categories to keep things organised.
Traditional chatbots struggle when questions are unclear. One word questions, or questions that refer to prior messages can be difficult to understand and match to answers.
FAQ Bot plugs the understanding gap with GPT-powered ‘conversation enhancement’. It works by improving the question asked by combining your customer’s question with their recent conversation history and a custom AI prompt unique to your business context.
No rogue “hallucination” answers are possible. With this structure, FAQ Bot can only answer with your curated content. It uses the answers you’ve created already in the knowledge base, and AI is just used to enhance the question.
Your customer conversations are kept private and not used for AI training.
*Note GPT enhanced conversations is an optional feature. It is not enabled on free trials unless requested.
Often in conversation, one question leads to another. You can add follow-up or related questions to any question you like.
This helps keep answers short and snappy, and keeps the conversation on track.
Follow up questions appear as buttons below your bot's answer, suggesting logical next actions for your customers.
Tag your question and answer pairs and related articles for a richer experience for your users. Your tagged Q&A can also trigger other types of interactions, like surveys or live chat.
If you create content with FAQ Wizard, the imports are automatically tagged with the page/document the question comes from.
When you're using tags to manage your content, you'll be able to see all your tags in one place as well as search and manage content by topic. All designed to make it easy and quick for knowledge managers.
Customers can also be regularly prompted for like/dislike feedback. This data is stored and can be analysed to identify areas for improvement.