If you use generative AI, the "AI knowledge" section of the automation section allows you to create sources of information that your respondents, bots and advisers, can use to handle conversations with your customers autonomously.

1. Principle

The information contained in your AI knowledge can be used for different purposes and come from different sources.

At present, you can configure 2 types of AI knowledge :

• AI Knowledge of the "product catalog" type via API
• "FAQ" type AI knowledge

Before configuring your information sources in the Automation section, make sure you have your product catalog and/or FAQ up to date.

2. The different types of AI Knowledge

2.1 AI Knowledge of the "product catalog" type via API

It is recommended that you integrate a "product catalog" type AI knowledge via API if you have a catalog with a large number of references for which the data is updated frequently (more than 100,000 items).

To synchronize your product catalog using our public API, please consult the dedicated article on our developer platform.

2.2 AI Knowledge of the "product catalog" type in a .csv file

In this paragraph, you'll find all the specifications for a "Product catalog" file.

We recommend that you integrate an AI Knowledge "product catalog" type in a .CSV file if :

• your catalog contains fewer than 100,000 items, is no larger than 500 MB and available in less than 1 minute (timeout delay)
• you have the URL of your .CSV file and a daily update suits your needs.

This catalog enables your respondent, bot, or advisor to refer to it to identify the products your visitors are looking for.

You can view your .csv file directly from iAdvize Administration, or choose to download it for safekeeping. To do this, go to the "Automation" > "AI Knowledge" tab and click on the "Browse" or "Download" button.

To ensure optimal operation, the information provided must be present, correct, and in a supported format. The following table shows the prerequisites for configuring your Knowledge and how to format the information on your product sheets so that it is supported.

2.3 AI Knowledge of the "product catalog" type via Google Shopping

You can generate your Product Catalog knowledge through your Google Shopping feed.

Your product catalog is created using the simple xml link, and is automatically synchronized when you modify your product information in Google Shopping.

2.4 AI Knowledge of the "FAQ" type in a .csv file

You can transform your existing FAQ into an AI knowledge, by integrating it into a very simple .csv file with 2 columns: one for the questions and one for the answers.

To ensure that the bot focuses on the right content, it needs to be well guided.
Here are a few best practices to improve its performance:

• Structure
  • use "question" and "answer" column headers exactly as in the template file
  • don't use capital letters in headers
  • don't add columns to the file
  • one question = 1 subject and a precise, concise answer OR an explicit, descriptive title (the interrogative form is not mandatory)
  • favour more entries with synthetic answers rather than fewer entries with longer answers
    make sure that data is separated by a comma and not a semicolon, or any other separator (note: in its French version, Microsoft Excel uses semicolons when exporting .csv files).
• Content
  • CSV files support special characters (such as accents, for example) only if the source file format complies with UTF-8 encoding standards.
  • CSV file does not support emojis
  • bot focus is optimized with responses between 1000 and 1500 characters
  • the most exhaustive content possible, fragmented into separate subjects, to limit hallucinations
  • opt for a continuous improvement approach to enrich the content of your FAQ: read conversations, take into account feedback from your agents, analyze the categorization of conversations.
  • the number of lines in the file is unlimited
  • the use of synonyms can facilitate bot detection and retrieval (e.g.: my mobile/phone is down)

2.5 AI Knowledge "FAQ" by PDF

You can now provide your AI Knowledge with information directly from PDF files. This method enables you to provide rich, detailed content to improve your bot's performance.

Structure and content

• Import of all types of PDF.
• Maximum size of 500 megabytes per PDF file.
• Automatic conversion of information into FAQ (Questions/Answers).

Special features

• You can choose the language of your project.
• Existing files cannot be edited or modified. For any update, the old file must be deleted and the new one added.

2.6 AI Knowledge type "FAQ" by manual incrementation

You can choose to deliver information to your bot manually. This method allows you to provide your bot with personalized, detailed content in a progressive way.

Structure and content

• Deliver information to your bot as it happens.
• No specific format required.

Special features

• Stored content is as entered by the user.
• Requires manual follow-up to add or delete information.

2.7 AI Knowledge de type "FAQ" par webscraping

You can now transform your existing FAQ into AI Knowledge by integrating information directly from web pages using the webscrapping method. This technique enables you to efficiently extract and structure content from your website to enrich your knowledge base.

Structure and content

• Retrieve content from a web page by entering a URL.
• URLs must be supplied one by one, but you can add as many as you need.
• Extract information from each URL and transform it into FAQs (Questions & Answers).

Special features

• No restrictions on web page formats.
• You can choose the language of your project.
• Page content is updated manually. If content changes, you can add and/or remove URLs, and knowledge will adjust accordingly.
• Adding a URL will only provide the information visible on the dedicated page. You need to manually enter all the URLs of a website's pages to ensure that your bot has all the information it needs to function properly.

2.8 AI Knowledge "FAQ" type via Zendesk synchronization

Now you can enhance your bot's knowledge with information synchronized directly from Zendesk. This method lets you automate the updating of your bot's FAQ content, guaranteeing accurate and relevant answers.

Structure and content

• Once the Zendesk source has been created, all public pages in your domain are scanned and questions/answers are automatically generated.
• Continuous, automatic updates and deletions based on content changes in Zendesk.

Special features

• The Knowledge language automatically adapts to the language used in Zendesk.
• New content, such as product launches, is integrated quickly and automatically, resulting in the most up-to-date and accurate responses.

3. Configuration

To add new sources of information, so that your respondents can be more precise and autonomous with your customers, go to the "Automation" tab and then "AI Knowledge".

Then click on "Create your first knowledge source".

Then choose the type of source you want to add:

• Product catalog knowledge,
• FAQ-type knowledge.

Discover in the videos below how to create information sources for your respondents and configure them directly from iAdvize Administration.

3.1 AI Knowledge "product catalog" by .csv file

3.2 AI Knowledge "FAQ" type by .csv file

Once your file is saved, remember to update your bot scenario:
In the "Automation" tab, click on "Edit Bot" for the bot that should use the new knowledge.
In the Generative AI card of this bot, remove the knowledge you no longer want by clicking on the cross next to its name. Then click on "+ Add" and choose the new knowledge.
Save the scenario (top right). A more or less extended loading time can be expected depending on the size of your file.

Tip: We recommend using a specific naming convention for your files to easily find different versions of the FAQs used. For example, "EN_FAQ_01_11_23" for your English version of FAQ from January 11, 2023.