This feature allows businesses to manage FAQs easily, letting them add or edit FAQs anytime, from anywhere to their SmartBot.
The FAQ input and iterations help the Bot learn and self-evolve. Customers can monitor the guest and Agent Handover conversations via the Inbox feature to iterate FAQs as needed and evolve the conversation skills of the Bot.
You can watch the following video to get a full understanding of the FAQs.
To Edit or Delete an existing FAQ:
1) To begin, Click the Settings button on the left panel to see the FAQ option.
2) On the FAQs screen, you are presented with a default list of existing FAQs for your business. You can search for a specific FAQ via the search bar.
3) To edit or delete an existing FAQ, use the pencil icon or trash can icon respectively.
NOTE: You can also sort this list via Category and Sort by drop-downs, as each FAQ has been assigned to a category.
To create a new FAQ, other than the default questions:
1) Click the New FAQ + button in the upper right-hand corner.
2) Enter a common question your guests have asked that the Bot previously handed over to the agent.
3) Provide the answer you'd like SmartBot to respond with. Either provide the same answer for both Web & SMS or choose to provide different answers.
To provide the same answer on both SMS and Web, simply check the box. (Shown below)
4) To train your Bot, you also need to add Related questions. These should be variations of the same question, using different words and phrasing.
e.g., Group bookings, group appointments, and group services can be interchangeable.
Adding Related questions helps your Bot recognize a variety of alternate words that can be used as synonyms and return the correct response each time.
For more details on Related questions, watch the video below:
5) Now select if you want to enable this FAQ for your current or all centers.
6) Click Create to save the FAQ.
7) Last step, check that your SmartBot is answering the FAQ by typing the new FAQ you created into your Bot.
You can see SmartBot has responded with an appropriate answer to the FAQ.
