This article covers the latest Olark AI, which runs in the new Olark chatbox. If your AI Assistant page has an Evaluation tab, you’re using the original Aiden. See AI Assistants (original Aiden) instead.

This article covers getting your AI Assistant ready and turning it on. For where its answers come from and how to add knowledge, see AI Assistants: Knowledge Sources and How Answers Work.

Accessing your AI Assistant

  • Click AI Assistants in Olark admin
  • Choose an assistant from the dropdown menu at the top of the page

You’ll add its knowledge on the Knowledge tab and set its name and tone on the Persona tab.

Setting up, step by step

  1. Add your knowledge. On the Knowledge tab, add your website and any files or stock answers. See Adding knowledge sources.
  2. Set its persona. Give it a name, avatar and tone on the Persona tab. See Persona below.
  3. Preview it. Ask it the questions your visitors ask and check the answers.
  4. Turn it on, for everyone or as an A/B test.

Persona

The Persona tab controls how your assistant presents itself.

  • Internal Assistant Name: only you see this, in the dropdown of assistants
  • External Assistant Name: the name visitors see, up to 20 characters
  • AI Assistant Avatar: the image shown in the chatbox when the assistant is chatting
  • Company Name: how the assistant refers to your company
  • Tone Instructions: your brand voice, for example “friendly and helpful” or “brief and factual”. Tone changes how answers sound, not where the information comes from.
  • Only run AI assistant when agents are offline: when someone on your team is available, visitor messages go to them first. When no one is available, the assistant answers.

Previewing your AI Assistant

If you see a Preview tab, use it to ask the assistant questions and check its answers before visitors see them. You can also ask Clark, the AI editor on the same tab, to change how the assistant behaves. See Narrowing what your assistant talks about.

Turning your AI Assistant on and off

  • Click Enable at the top of the page to add the assistant to your chatbox. Enabling an assistant turns off any other active assistant, and it may override your default behavior settings.
  • Click Disable to turn the assistant off and go back to your default behavior settings.
  • To try an assistant on some of your visitors first, click A/B test and choose the percentage of traffic it should get.

When the assistant can’t help and no one on your team is available, Olark emails your team so you can follow up. See AI Assistant follow-up emails.