Continuously training the AI dramatically improves the automation rate by broadening both the quality and the extensiveness of your Knowledge Base.
With AI Training, Clevy OnDemand makes it easy to build new content and increase the searchability of your articles.
Ready to learn how? Let's dive in!
Creating new articles from Unanswered questions
As previously explained, you receive all the questions that did not get a direct answer in the Unanswered section of the AI Training.
To create a new article with these queries, follow these steps:
Click on the question you want to write an article for.
Click on the button "Create article"
Write the content of your new article
[Optional: You can also add tags and a description]
Click on the "Save" button
Your new article is ready and published! The next time an employee asks this question, the Assistant will be able to reply with it!
💡 Pro Tip: You can also select multiple questions that refer to the same intent and add them to a single article. In fact, Clevy OnDemand automatically suggests similar questions so that you can go through the AI Training more quicker.
Associating Unanswered questions to an existing article
Some questions might already have relevant answers in your Knowledge Base. However, the Virtual Assistant did not provide a direct response because the search queries needed to be more similar to trigger this specific content.
What the AI training allows you to do, nonetheless, is add these unanswered questions as search queries to the relevant article.
To do so:
Select the question(s) you want to add as search queries
Search for the relevant article
Click on "Associate" to add these queries to the article
These questions are now added to your article as search queries! Subsequently, the next time a user asks this exact question, the Assistant will be able to respond directly.
View and update Reported content
There are various reasons why employees could report an article: for instance, it might need to be updated following a new regulation, the content ought to be more straightforward for a non-HR person, or the article simply does not answer the question they asked.
Editing an article's search queries
The latter happens if an irrelevant search query is associated with an article.
Let's consider the following example:
An employee has reported the article "How many days do I get for parental leave." As a reason, they indicated that the response was irrelevant.
To investigate this error, you can click on "Previous Messages" to see the last interactions the user had with the Assistant.
In this example, we can see that the employee's question was, "Where is Clevy HQ?" - to which the Assistant responded with the article "How many days do I get for parental leave." Looking over the Search Queries, we notice that the question "Where is Clevy HQ?" is indeed associated with this article.
You can thus delete this search query and click on "Update" to save your changes.
2. Updating a reported article
If an employee reported the article for a different reason, you might need to rewrite some of its content.
To do so, you can simply click on the article's title - it will open the Article editor.
Once you are done with your update, click on Save and exit to return to the AI training - you can now delete this report.
💡 Pro Tip: If you have several agents in your Workspace, you can also assign questions & reports to the most relevant person on your team.
You can just select the questions you want to be assigned, and click on the agent you think is the most suited to process them.