Now that your Virtual Assistant is live, it is ready to answer all your employees' questions! However, as you will soon find out, there are many questions you might not have thought of while building your Knowledge Base and creating your Forms. But do not worry! This is where AI Training comes into play.
What is AI training? Let's find out!
AI Training: A quick explanation
Sometimes your Virtual Assistant will be unable to respond to a number of questions for two main reasons:
There is no relevant content available in the Knowledge Base/Forms
When creating resources for your employees (whether articles or forms), you generally would have thought of the frequently asked questions - but not necessarily the less recurring ones. Therefore, some questions are unanswered by the Virtual Assistant because no relevant content exists for them.
2. The search queries are not rich enough to display the content
As you may recall, multiple search queries ensure an article is easily found. Simply put, people have different ways of asking the same thing:
For instance, one could ask, "What is PTO?" while someone else could say, "I would like to know what PTO means". These are two expressions of the same question.
However, a non-trained algorithm cannot know this subtlety on its own. That is why the Virtual Assistant needs supervised training (i.e., to be told when different formulations imply the same intention).
The AI Training thus allows you to train your Virtual Assistant to improve its algorithms. With this feature, you can create new content for questions that remained without answers or add these questions as search queries to existing content.
Understanding what shows up in AI Training
2 main events pop up in your AI training:
Unanswered questions:
In the Unanswered section, you will find all the questions that did not get a direct response* from the Virtual Assistant.
*A direct response means that the Assistant answered because it found an exact match in your Knowledge Base/Forms. Note that if there was no direct response, the end user could still get the response to their question via the suggested articles.
See the example below: We ask the Assistant the following questions: "I don't know what PTO means" and "Where do I find the policy on PTO". As you can see, the Assistant did not produce a direct answer; it did, however, suggest relevant content. These two questions will subsequently appear in your AI Training.
Reported content:
Your employees may flag some of the answers they receive from the Assistant as irrelevant, incomplete, or having erroneous information. These flags will show up in the Reported section, enabling you to check that the reported content does not contain any false information, or contains an irrelevant search query.
Below is how an employee can flag an answer in the Virtual Assistant:
Now that you have learned the purpose of AI training, let's see how you can process these questions and reports!