Virtual Agent Academy: Using AI Search and other search tools with Virtual Agent

Virtual Agent Academy: Using AI Search and other search tools with Virtual Agent

Thank you everyone for joining the Virtual Agent Academy. As always, please visit our community forum for virtual agent and NLU for the latest content, to ask questions, and to provide answers. If you're watching on YouTube and like what you've seen, go ahead and click that like or subscribe button. All our academies are recorded and published to YouTube within the week, so you can review all your past academies and share them with your colleagues, friends, and co-workers.

A brief note about the community forum: we have recently updated our quick start guides on our FAQs to San Diego, so take a look if you're new or just joining us on the San Diego release. As always, welcome!

Knowledge is coming! Please register and join us in person if you can. We also have a digital experience with all our content and keynotes available at your fingertips. I, myself, will be at The Hague on May 11th and 12th and in Las Vegas on May 25th and 26th. Come find me and say hello; I'll probably be roaming a booth that has a virtual agent, so look out for a chatbot, and you'll probably find me there.

Today's topic is a long time coming and focuses on how to use AI Search and other search tools with the Virtual Agent. Virtual Agent is a powerful tool that resolves users' questions and situations, but if the Virtual Agent can't serve a particular solution, we have a variety of search tools to provide users with the answers they need.

Agenda

1. Starting Tips:

   • Maintain good catalog and knowledge space
   • Install search as a fallback
   • Suggest effective user utterances
   • AI Search: Available since Quebec, automatically provisioned in San Diego release
   • NLU Powered Search Experiences

2. AI Search Configuration Process:

   • Enable AI Search in the instance
   • Ensure search is the fallback
   • Search Application, Search Profile, and Genius Results setup
   • Testing and metrics

3. FAQ Builder:

   • Install the Knowledge Management Advanced Installer Plugin
   • Create FAQ article templates
   • Configure FAQ topic blocks

4. Contextual Search:

   • Configure search context for fallback
   • Best practices and tips

Steps to Enable and Configure AI Search

1. Enable AI Search:

   • Request AI Search via the conversational homepage.
   • Check AI Search status to ensure it’s ready.
   • Install the AI search management tool.

2. Install Search as a Fallback:

   • Go to setup greetings and ensure AI Search fallback topic is configured.

3. Configure AI Search:

   • Navigate to the search application via AI Search.
   • Set up search sources and genius results under the search profile.
   • Publish changes after configuration.

4. Testing AI Search:

   • Use the Virtual Agent designer tester to simulate user queries.
   • Observe search results and genius results.

FAQ Builder (Quebec Feature)

1. Install Knowledge Management Advanced Installer Plugin:

   • Create FAQ article templates.

2. Configure FAQ Topic Block:

   • Drag FAQ topic block into either a new or existing topic.

3. Test FAQ Builder:

   • Use a sample FAQ topic to see direct question-to-answer results.

Contextual Search Configuration

1. Fallback Configuration:

   • Replace fallback with search fallback in custom greetings setup.

2. Search Context Configuration:

   • Use search context table to set up custom search experiences.

3. Tips for Maintaining Good Catalog and Knowledge Base:

   • Keep your data updated and relevant.

Conclusion

Thank you, everyone, for attending. Don't forget to visit the community forum and fill out the survey after the session.

Keywords

• Virtual Agent
• AI Search
• FAQ Builder
• Contextual Search
• Knowledge Management
• Search Configuration
• Search Fallback
• San Diego Release

FAQ

Q: How do I enable AI Search in my instance? A: Request AI Search from the conversational homepage and ensure it's ready via AI Search status. Install the AI search management tool if needed.

Q: Can AI Search be the fallback topic? A: Yes, ensure AI Search fallback topic is configured in your setup greetings.

Q: How do I configure search sources and genius results? A: Navigate to the search application, modify the search profile to set up search sources and genius results, and publish the changes.

Q: What is the FAQ Builder and how do I use it? A: FAQ Builder is a Quebec feature. Install the Knowledge Management Advanced Installer Plugin, create FAQ article templates, and configure the FAQ topic block in your virtual agent.

Q: How do I configure contextual search for Virtual Agent? A: Replace the fallback topic with a search fallback in custom greetings setup. Use the search context table to set up custom search contexts and enhance your search experience.

Q: Any tips on maintaining a good catalog and knowledge base? A: Maintain up-to-date and relevant content. Optimize your entries with meaningful keywords, akin to search engine optimization. Regularly review and improve the content for accuracy and relevance.