Quick Answers
Pre-configured reactions to common questions with higher priority than FAQ
Knowledge Base
Central repository of information the AI employee uses to answer questions
Persona
Configure personality, tone, and behavioral instructions for your AI employee
AI Employees
Create and manage your AI employees
How It Works
1
Agent analyzes dialogs
With self-learning enabled, the AI employee automatically processes real customer conversations and extracts question-answer pairs from them.
2
Records appear in FAQ
Extracted pairs are added to the FAQ list with the status New. You review them, edit if necessary, and confirm.
3
Confirmed records are pushed to the knowledge base
After confirmation, a record can be pushed to the agent’s knowledge base, where it will be used to improve response accuracy.
Record Statuses
FAQ records go through three statuses:
Each row in the table contains:
For each record, the following actions are available: confirm, push to knowledge base, delete. You can select multiple records and perform bulk actions. A search bar is also available to filter by questions and answers.
How to Enable Self-Learning
1
Open the FAQ tab
Navigate to the desired AI employee and open the FAQ tab.
2
Enable the toggle
Switch the FAQ Self-Learning toggle at the top of the tab to the “on” position.
3
Done
The agent will start analyzing dialogs and building a response database automatically.
Processing Records
1
Review new records
Go to the New sub-tab — this is where records automatically added by the agent are listed.
2
Review and edit
Check the question and answer. Edit the text if necessary.
3
Confirm the record
If everything looks correct, click Confirm.
4
Push to knowledge base
Confirmed records can be pushed to the knowledge base to improve the accuracy of future responses.
Strict Mode
Strict mode determines how the agent behaves when it cannot find an answer in the FAQ database. To open the settings, click the gear icon next to the self-learning toggle.
Example preset phrase:
Let me check with my colleagues
FAQ and Quick Answers
Quick Answers have higher priority than FAQ. If both a Quick Answer and an FAQ record exist for the same question, the Quick Answer will be used. FAQ is designed for automatic population from dialogs. For manually adding prepared responses, use the Quick Answers section instead.
Usage Examples
- Hotel — within a week, the agent accumulated 50 question-answer pairs about check-in, Wi-Fi, and parking. It now responds to them instantly and accurately.
- Law firm — enabled strict mode with a preset phrase: “To answer your question, I need to verify information with a lawyer.” This eliminates the risk of incorrect recommendations.
- Online school — reviews records once a week, corrects inaccuracies, and pushes them to the knowledge base. Response quality improves every week.
Frequently Asked Questions
How quickly does the agent start accumulating answers?
How quickly does the agent start accumulating answers?
The first records appear after processing several dialogs. Usually within the first few days of working with real customers.
Can I edit the agent's answers?
Can I edit the agent's answers?
Yes. All records can be viewed and edited directly in the FAQ list.
What happens if I turn off self-learning?
What happens if I turn off self-learning?
The agent will stop adding new records, but the already accumulated answers will remain and continue to be used.
Can I add questions manually?
Can I add questions manually?
FAQ is designed for automatic population from dialogs. For manually adding prepared responses, the Quick Answers section is a better fit.
How does FAQ work together with Quick Answers?
How does FAQ work together with Quick Answers?
They complement each other. Quick Answers have higher priority — if both a Quick Answer and an FAQ record exist for the same question, the Quick Answer will take effect.