The FAQ functionality allows the chatbot to provide specific and detailed answers to frequently asked questions, using content previously configured in the knowledge base.
To do this, instead of querying the general knowledge base for each question, the chatbot will use the specific content associated with the skill to provide direct and detailed answers, reducing interaction time and increasing answer accuracy.
This is useful for automating common responses, such as queries about products or procedures, and improving the user experience by providing accurate information quickly.
Use case example
Suppose your company frequently receives questions about the account opening process. By setting up the FAQ for this topic, the chatbot will be able to respond immediately whenever asked about the subject, using accurate information from the knowledge base specific to account opening.
Practical example tutorial
Access the chatbot’s Skills screen.
Click on Add skill.
Select the FAQ option and click Next.
Fill in the required fields:
Name: Choose a name that describes the purpose of this skill. Example: "Account Opening FAQ" or "Product Information."
Command: Define the command the chatbot will use to identify this skill. Example: "Whenever the customer asks about account opening, use the selected knowledge base."
Content: Choose one of the contents available in the Knowledge Base for the chatbot to consult when generating responses regarding the defined subject. Or click Add new content if you don’t have any yet.
Click Create skill.
Once the skill is added, test if the response is working correctly. Use the Fixed test area on the right side of the Skills screen. Ask the chatbot a question related to the configured command, such as "How do I open an account?"
Done! Your skill is now added to the chatbot.