Action Block: FAQ

What is an FAQ bot? 

FAQs take up a lot of your customer support representatives’ time in handling the support queries. FAQ bot’s primary objective is only and only to answer questions that are most frequently asked by the visitors. This document focuses on the step by step process to create a FAQ bot.

Use case scenario: 

There are multiple scenarios where the FAQ bot can be placed to address the repetitive questions from the visitors. For instance

• * In the Education Industry where the bot can assist students with admission inquiry process 
• * In the eCommerce industry where the bot can assist visitors with the product related inquiries like standard delivery process or return policy or refund policy
• * In the travel industry where the bot can assist visitors with the inquiries related to tour package, booking process etc

How do I create FAQ bot? 

In-order to create the FAQ bot, you can follow the following steps

Step 1: Enabling the FAQ builder

Before you move forward with creating the FAQ bot, the first thing you will be needing access to is FAQ builder. As this is part of our higher tier pricing plan, to get the access to the same, you can either raise a request through the help desk or reach out to our support at hello@i-genie.co.uk.

Step 2: Add an intent & train the bot

Once the FAQ builder is enabled, the option will be visible on the left menu panel (as shown below in the screenshot)

To add an intent and train the bot, you can follow the following steps

Step 2.1: Click on ‘Add Intent’

Step 2.2: Define the name of the intent under ‘Title’ 

What is an Intent? 
Intent here is the purpose that bot will be addressing. For instance, Refund Policy, Admission Process, Product return process etc are intent

Step 2.3: Define phrases / questions bot will respond to 

The more the number of phrases or questions, the smarter the bot is detecting intent

We recommend having at-least 5-7 questions or phrases for the bot to be effective.

What is a phrase/utterance? 

A phrase here is the question that a visitor is willing to ask bot in different ways with the same intent. For instance, “What is the refund policy?”, “When can I expect a refund?”, “What is the refund tenure?”. Here the user has asked the same question in three different ways.

Step 2.4: Set the response under ‘Response to this intent’ 

You can also add an image/file as a response that your bot would like to share with the visitor. We recommend having the file size upto 10 MB. The sequence of the messages / input can be rearranged as per your preference

In the rich text editor, you can format your text using the formatting bar. It allows you to display your message to the user either in Bold or Italics letters or even underline the selected part of the message. It also allows you to send the message in the bullet points or attach link with selected text

Bold – Formats the text into Bold letters
Italics – Formats the text into Italics
Underline – Underlines the text
Bullet Points – Formats the text into bullet points 
Link – Allows text to be linked with web page or site
You can also add emojis to make the conversation more casual and friendly

Step 2.5: Click ‘Save’ to save the intent

Clicking on “Save and add another” will save the current intent and shall begin training the bot and also will open the window to add another intent

Step 3: Using the FAQ action block

Once you have completed with creating a knowledge base of questions & answers, you will now need to build the flow on the bot builder so that the bot uses this knowledge to answer the questions asked by the visitors

User can follow the following steps to configure the FAQ action block

Steps 3.1: Add collect input action block

“Collect input” action block will allow the user to capture the question from the visitor and have the same stored in the variable define which later can be used in the FAQ action block

For instance, in the below screenshot; we are asking the visitor to type in the question & storing the same in the variable name “question”

We at i-genie recommend the users to have the “Collect Input” action block placed ahead of the “FAQ” action block

Step 3.2: Add FAQ action block

Step 3.3: Map the variable

Users need to map the variable in which the visitor’s inputs are stored. Just like to answer a question, you need a question; similarly, to parse input on the FAQ builder, we send sentence to them

Enable/Disable the ‘Ask feedback’ switch. This is a really powerful tool that helps

you seek feedback from the visitors whether your responses are answering their questions. 

The feedback provided by the visitor will be visible in FAQ builder against the intent

Step 3.4: Define success and failure scenarios

On SUCCESS, meaning when the bot finds a suitable answer to the question from the knowledge base on the FAQ builder that you trained and shows that response here. You also have the option to self-loop the block. If enabled, the bot will not have any further actions defined in WotNot’s bot builder, instead, any response received from the visitor will be sent back to the FAQ builder.

On FAILURE, you can define what should be the next step in the conversation flow, by adding an action block.

Step 4: Training the bot

Bots require a lot of data to be smart and this data is often acquired overtime by the questions visitors usually ask. All the acquired data is shown here so that the user can map to existing intent or create a new one. 

Sometimes it does happen that the visitor is asking the question which the bot is not trained on. i-genie keeps track of those questions received from the visitors and user can further train this bot to answer those questions

User can follow the following steps to train the bot

Step 4.1: Click on ‘Training’ 

On visiting the training screen, the users will notice all the phrases that were asked to the bot, but the bot could not find an answer from the knowledge base as it was not trained for it.

Users can train the bot by two methods, they are: 

• 
  * Add to existing intent: In-order to add intent to existing intent, the user can click on “Train existing intent” .
  
  When you click on “Train existing intent”, a new window will pop up. The user will have to search for the intent in-order to add it.
  
  Once the user clicks on “Add”, it will take them to the “Intent” screen where the phrase will be added and user will need to click on “Save Intent” to train the bot
  
• 
  * Create new intent: The user can create the new intent by clicking on “Create new intent”