Ai Assistants

Ai Assistants (also know as Aiden or bots,) turn your knowledge base into an automated agents that instantly answer your visitors' questions, 24/7!

Accessing Ai Assistants

• Click the Ai Assistants link in Olark admin
• Choose an Assistant from the dropdown menu at the top of the page

Knowledge Sources

Ai Assistants master chat the same way new hires do:by reading documents, practicing replies, and responding to feedback.

Adding Knowledge Sources

• Click the Import Source button
  
  • Knowledge sources can be documents, files, or website links.
• Choose New Source to add brand new knowledge or Existing Source if you're updating a source you've previously uploaded
• Choose if the source is a URL (website page) or File
  
  • Websites: For best results, choose well-structured pages (like help documentation, company information, etc). Also ensure that this page is available to the public without a password.
    
    • Tick the Advanced: box to import additional pages by crawling the entire website
  • Files: for the best results, upload well-structured text like help documentation (note that images will be skipped). Ensure your file does not contain any sensitive data, since it will be used to provide answers to your customers.
    
    • Supported formats: pdf, docx, doc, odt, rtf, md, markdown, html, txt, csv, wav, mp3, jpg, jpeg, xls, xlsx, zip, json
• After the source is added, you'll see a status indicator letting you know where were are in the process of ingesting the knowledge. Once the status reads Processed, you'll know your bot is using that information.

Removing Knowledge Sources

Deleting knowledge sources will remove the information uploaded from the bot's knowledge.
‍NOTE: Deleting a knowledge source does not remove any manual training updates you've given the bot via feedback and evaluation.

• Click the trash can icon next to the source you'd like deleted. Knowledge deletion is generally pretty a pretty quick process and should be expected to take only a few minutes.

Stock Answers

Define exact responses for common questions, ensuring consistency and accuracy in AI responses. Stock answers help ensure consistent messaging, quick responses, and control over phrasing. When the AI Assistant detects a matching question, it will rely primarily on the stock answer, rather than determining an answer based on your knowledge sources.

Adding Stock Answers

• Click the +Add Stock Answer button
• Add a list of example questions that should trigger the stock answer to be given. Add one question per line.
• Add the stock answer response that you'd like the Ai to use for these questions.

Editing Stock Answers

• Click the pencil icon next to the answer/question you'd like to edit.

Deleting Stock Answers

• Click the trash can icon next to the answer/question(s) you'd like to remove.

Persona

You can control your Ai Assistant's general tone and look by editing the Persona.

• Internal Assistant Name: this is never shown to your chatters but is the name you'll see in the dropdown list of bots in your account
• External Assistant Name: this is the name displayed to your chatters
• Ai Assistant Avatar: the avatar image that shows your chatbox when the bot is engaged in a chat
• Company Name: this is how the bot will refer to your company
• Tone Instructions: Give the bot your organization's voice - friendly and helpful, brief and factual, talks like a pirate on Fridays, etc.,
• Only run Ai Assistant when agents are offline: this setting will disable the bot when any human agent is logged in and set to available.

Evaluation

Bots need feedback to learn. In the Evaluation tab you'll find a list of transcripts with the bot's answers. You can use the thumbs up/thumbs down icon to give feedback on those answers. Review this help article for how to give the most effective feedback.

Using the Preview

Pop quiz time! Use the embedded chatbox preview to ask the bot questions and see what it will answer. You can give these answers feedback to make adjustments, find and correct gaps in knowledge, and see how recent adjustment affect answers.

Use the Restart button to clear the chatbox and start again.

Enabling and Disabling a bot on your website

Once your comfortable that your bot is all configured and trained up, enable it in your live chatbox by clicking the green Enable button at the top of the page.

A currently enabled bot will show a Disable button that can be used to turn the bot off.