Read below or check out our video tutorial here.
Previously, we have programmed our messaging to provide learners a list of FAQs to choose from. This looked like:
Whilst this was effective in answering learner queries, they would have to cycle through the menus to find the question they wanted answering. With our new and improved FAQ handling, this is no longer the case.
We have developed revolutionary AI in order to handle your FAQs and reply to the learner. You have provided a list of helpful FAQs which can now be found in the 'Knowledge' tab on the Purlos platform:
This list of FAQs is the information that we provide to the AI. The AI has been trained for the sole purpose of replying to learners, and we have extensively tested this to ensure a level of quality in the AI responses.
What if the AI can't answer the learner's question?
The AI will only answer questions it knows the answer to. If the learner's question isn't apart of the FAQs that you have answered and provided to us - the AI will refer the question to your staff in the form of a query.
I want to make changes to my FAQ's, how do I do this?
We have hugely improved the way to manage your FAQs. In the knowledge tab, you will find a list of all of your FAQs and the answers. You now have complete control to amend the answers at any time, and that will automatically reflect within the AI's responses.
You also have the option to delete any FAQs, and again this will reflect within the AI's responses immediately.
We have curated a document with a list of the most important FAQ's. It is crucial that you answer these FAQ's and upload them to the Knowledge page. These FAQ's are just the bare minimum, so please feel free to add more specific FAQ's to your institution in order for the AI to be as effective as possible. Please see the file at the bottom of this article.
How does the AI work?
Below you will see an example of how the AI works. It can only be triggered by a learner sending a message that falls outside of a campaign. In order to give the learner the best messaging experience, we also provide an option for the learner to stop the conversation by sending the message 'STOP'.
Query Answers
If you find yourself answering a query that you think would be helpful for other learners to know, you can add this to your list of FAQs whilst resolving the query. Below is an example of when the AI answered the learners question, but the learner wanted further help.
The AI will then ask the learner if they want the conversation to be escalated, and if they reply with yes, a query is then raised.
When resolving the query, you will notice that a new button appears 'Add Answer to Knowledge Base'. This should be used when you think the answer you are providing could be helpful for other learners to know. This is to save you from answering the same query from multiple learners.
One last thing to know, when adding a query answer to your knowledge base, the information will become anonymised automatically. The AI will remove any mention of the learners name or any other personalised information - allowing for your answer to be used for all learners.
AI Query Sorting
Now on the queries page, you can sort all of your AI queries by specific topics. Previously, all AI queries were under the same subject and you would have no way of analysing this to understand what the majority of your queries are about. That has now changed!
Use this sorting option to identify the most common queries you receive, and head over to the Knowledge tab to update your FAQ's.