AI builds its knowledge using three sources in Help.center:
All of the public help articles that have been published are used.
AI also makes use of AI FAQs. These are question and answer pairs which are provided to the AI to specifically train it on certain questions.
Tickets. These are the AI ticket summaries.
You can also train the AI on external site links that are publicly accessible.
Whenever you add a new help article or AI FAQ, the AI will automatically update its knowledge.
Whenever a customer performs an AI Search, or asks a question via the widget, or receives an email Auto-Reply, AI fetches information from its knowledge base and then tries to provide the best possible answer using various resources.
For example; in the image below, you can see the AI answer has been crafted using 3 different sources. Then, the AI has tried to give a short answer to the customer's question.
Tip
You can improve the quality of AI answers by providing better content. The more detailed and accurate information you give, the better the AI will be able to understand and respond to your customer's questions.
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