FAQs in this section
How do I review FAQ Queries in Generative AI?
Follow these steps to review the FAQ queries:
- Log in to the CRM.
- Go to the Help Desk app.
- Go to Customer Service Analytics.
- Select Bot Management. The Bot Management module opens.
- Click the Bot Queries tab.
- Go to the Bot queries section.
- Click the Filter icon beside the search bar.
- Select the source from the drop-down. A List of queries will be displayed.
- Click Apply.
- Click on an FAQ. The Query details will be displayed on the right side.
- Review the Question and Answer.
- Enter or select one of the following options:
- Click Accept Answer if you are satisfied with the Bot response.
- Click Invalid question if you feel the question is irrelevant.
- Click Update source FAQ to modify the Question and Answer. An FAQ record window opens. Update the Question.
- Update the answer.
- Click Save and Test. You will see the Training the Model data message. Once done, Retraining has completed message is displayed along with the updated answer.
- Click Accept answer to accept or
- Click Update Source FAQ.
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Click +Add FAQ if you want to add a new FAQ. An Add FAQ window opens.
- Question: Add the Question.
- Answer: Add the Answer.
- Question Variants: Add Question Variants.
- FAQ Label: Add FAQ label.
- Status: Select the status from the drop-down.
- Category: Add the Category.
- Feature: Add the feature.
- Version: Select the Version.
- FAQ Visibility: Select the FAQ visibility from the drop-down.
- Click Save.
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Click Train and Test. The Updating training model with a revised FAQ message will be displayed. Then, Retraining has completed message is displayed. You will now see the new changes reflected in the response.