Last Updated on November 18, 2024 by Holland Rocha
We’re excited to announce a powerful new update to the AI FAQ Bot in Re:amaze. You now have the ability to decide whether the bot uses unlisted articles when generating responses for your customers.
What is the AI FAQ Bot?
The AI FAQ Bot builds on our original FAQ Bot, which helps customers by matching their questions with relevant FAQ articles. Previously, the bot relied on keyword matching to suggest articles that might answer customer inquiries. While effective, it sometimes presented multiple options, requiring customers to choose the most relevant one themselves.
With the AI FAQ Bot, we’ve taken things a step further. Now, instead of just matching keywords, the AI analyzes the customer’s question to present a single, highly relevant article. It doesn’t just share the article either; the bot pulls information directly from it to craft a customized response, making the interaction more seamless and efficient for customers.
If you’d like to learn more about the AI FAQ Bot’s advanced capabilities, check out our detailed guides here and here.
What’s New?
With this latest update, you can control whether the AI FAQ Bot includes unlisted articles when responding to customer queries. But why is this important?
Unlisted articles are typically used for content that isn’t meant for public viewing but still plays a role in support operations—like special discount codes or shipping details for select customers. With the new feature, you can make sure sensitive information, such as exclusive offers, only reaches the right customers without being visible to the general public.
For example, if you’re running a limited promotion or offering free shipping on a case-by-case basis, you can create an unlisted article and configure the AI FAQ Bot to reference it only when necessary. This level of control gives you the flexibility to provide tailored responses while protecting confidential information.
Why This Update Matters
This update adds another layer of customization and precision to how you manage customer interactions. You can decide what information the bot uses, ensuring that responses fit both your customers’ needs and your business goals. Whether you need to manage promotional offers, provide specific details to select customers, this feature lets you do it all with ease.