1. Intelligent Chatbot Configuration Path

Access: Online Support -> Intelligent Chatbot, click to enable

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2. Intelligent Chatbot Data Maintenance Process

The Intelligent Chatbot references FAQ data from the Knowledge Base application. To use the chatbot effectively, users must first maintain FAQ data in the Knowledge Base and bind it to the Intelligent Chatbot settings. The chatbot will then automatically query and deliver answers based on the bound FAQ data. Refer to the diagram below for the maintenance process.

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—— Create Knowledge Categories
We recommend creating dedicated knowledge categories for the Intelligent Chatbot.

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—— Add Knowledge Records
FAQ records used by the chatbot should include the following key elements:
- Title
- Answer
- Content type (text or text + image)
- Similar queries
- Recommended questions

Similar Queries
Users may phrase questions differently than the preset Q&A pairs. To improve the chatbot’s accuracy, you can add multiple similar queries. For example, if the main title is “Product price,” similar queries could include “Product quotation,” “Product cost,” etc.

Recommended Questions
A single question may not fully resolve a customer’s issue. The chatbot should guide users step-by-step by recommending follow-up questions. When maintaining FAQ data, bind recommended questions to enable this feature.

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In addition to text-based FAQs, rich text content is also supported.

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—— Create a Dedicated Scenario for the Intelligent Chatbot and Bind Knowledge Categories

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—— Bind Applicable Scenarios (Knowledge Categories) to the Intelligent Chatbot

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3. Intelligent Chatbot Settings

Basic configuration options for the Intelligent Chatbot are as follows:

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In addition to required fields, we recommend compiling a list of common customer questions and adding them as recommended questions to enhance the chatbot’s effectiveness.

4. Intelligent Chatbot Demo

Proactively recommend questions to guide users.

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After answering a question, recommend follow-up questions based on preset associations.

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Analyze user questions by keyword and confirm matches before recommending answers.

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If the chatbot fails to recognize a query multiple times, it will prompt the user to transfer to a live agent.

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