Contents
- The Golden Rule Of Training Conversation AI
- Understanding Knowledge Bases
- Training Your Bot Using Web URLs
- Training Your Bot with FAQs
- Keeping Your Bot Training Up To Date
- Using Bulk Actions While Training Your Conversation AI Bot
The Golden Rule Of Training Conversation AI
Conversation AI is a ground breaking, game changing feature for your business customer service. But remember… IT IS STILL A COMPUTER… IT MUST BE TRAINED ON WHAT TO SAY.
The Golden Rule of Training Conversation AI:
“It is only as good as you train it to be”
Essentially, you get out what you put in… Give it all the information you can possibly give it and it will replace a significant amount of human hours, saving you immense amounts of time and money.
However if you neglect to train it correctly, or you give it incomplete or out of date information, or you don’t re-train it if it makes a mistake… Then it will become a drain on your time as it makes mistakes and causes awkward customer situations. Mistakes that you are responsible for by not training it correctly and completely.
So make the most of it – Give it all the information you possibly can, and reap the benefits!
Understanding Knowledge Bases
Knowledge Bases are individual sets of information that your Conversation AI chat bot can be trained on. The information sets are comprised of URLs and customised responses via FAQs.
Each bot can be trained on up to 7 individual knowledge bases, allowing for highly customisable responses and roles for different bots.
Creating Knowledge Bases
To create a knowledge base:
- Go to Settings > Knowledge Base
- Click Create Knowledge Base, enter it’s name and click Save and Continue.
- In the next screen, enter details for your knowledge base, and train it on URLs and FAQs as instructed below.
Assigning Knowledge Bases to Bots
To assign a knowledge base to a Conversation AI chat bot:
- Go to Settings > Conversation AI.
- Select your bot, and go to the Bot Training tab.
- Under Select Knowledge Base, you can add up to 7 knowledge bases as per bot.
You can also click the create new button to create a new knowledge base from this screen.
For each knowledge base that is added to your bot and additional tab will appear allowing you to customise and retrain, URLs and FAQs for the individual knowledge base selected.
Training Your Bot Using Web URLs
Concours Pro allows you to train your AI bot using web URLs. By providing relevant URLs, you can enhance the bot’s understanding of your business, enabling it to respond more effectively to user inquiries. Follow these steps:
- Go to Settings > Conversation AI > YOUR-BOT > Bot Training
- Under Web Crawler, Select a crawling mode (See below for details).
- Enter a complete URL (including https://) and click Get Data.
- Wait for the URLs to be fetched and processed.
- Under Uploaded Links, Select the URLs you want and click Train Bot.
- The URLs will appear in the Uploaded Links Table with their status.
- Ensure all URLs are trained before using the bot.
Crawling Modes
You have three web crawling options:
- Exact URL: This mode allows precise training by crawling the exact URL provided.
- All URLs in This Domain: Train your bot on a wider range of data from a specific domain.
- All URLs with This Path: This option crawls all pages within a specified path in the URL.
Uploaded Links Table
You can click Uploaded Links to view all URLs the bot has been trained on.
- Getting Data: The bot is retrieving new data from this URL.
- Trained: The bot has successfully processed this URL.
- Failed: The bot could not train using this URL; consider retrying or deleting it.
Click the page icon to view the text that has been scraped from that URL and used to train the bot.
Click the circle arrows to retrain, or the garbage bin to delete.
Training your Bot on Google Docs
You can train your bot with a Google Doc by entering the Google Doc’s URL. This is perfect for training on detailed information, FAQs or product and service details.
Prerequisite: The Google Doc must be public. Set the Google Doc sharing settings to “Anyone with link”.
Training Your Bot with FAQs
To fine-tune your bot’s responses, manually add FAQ question-and-answer pairs. This ensures that the bot can handle specific inquiries with tailored responses. To add FAQ pairs:
- Go to the Conversation AI settings in your account.
- Navigate to the Bot Training tab.
- Click + Add FAQ and enter your question and corresponding answer.
- Repeat the process for additional questions.
We recommend that the average business trains Conversations AI with at least 20-30 of it’s most common FAQs.
Ensure that only FAQs with completely consistent answers are used. If there are any FAQs that have conditional answers, for example something related to seasons, or specific dates, please ensure this is specifically stated in the FAQ pair, and you have additional FAQs for all alternate conditions.
Ensure that there is no conflicting or out of date information in any of the FAQs you train it on, or that FAQs don’t conflict with any URLs it has been trained on.
Feedback can be provided by giving a Thumbs Up / Down to responses during bot trials or in conversation screens.
Keeping Your Bot Training Up To Date
Remember, the Conversation AI Chat Bot is only as good as the information you give it.
If it is trained on old, outdated knowledge then it will give your customers incorrect answers.
You must ensure that there is no conflicting or out of date information on any of the URLs you train it on, and that URLs don’t conflict with any FAQs it has been trained on.
Note: If you update information on your website, and the updated URL has previously been used to train Conversation AI, then you MUST hit the circle arrows icon to retrain on that specific URL for the bot to re-learn the edited page.
Using Bulk Actions While Training Your Conversation AI Bot
Bulk actions streamline the training process, allowing you to upload multiple question-and-answer pairs or URLs simultaneously. This feature is useful for large-scale updates or when integrating comprehensive sets of data.
