Luma can address many questions because it is easy to get the content into the system. Organizations can now reuse written content that they already have. This content can be reused without creating a skill in Luma. The content can be imported in minutes to make Luma smarter. Skills Builder Administrators and Developers can import Frequently Asked Questions (FAQs) from a file or a URL into Luma. This helps all the users to find answers to common questions through a conversation with Luma from all supported channels. Luma should respond to the user with the answer from the identified FAQ. Following are some of the benefits of the FAQ feature:
The FAQ feature is currently in Beta and is only available in English language bots. Non-English users will not see this feature. During the Beta period, using FAQs will not consume a Conversation transaction. |
While processing a user entered phrase, if the NLP results have a tie between a skill and an FAQ, then Luma will respond as per the Default Priority set for the Tenant. If the Default Priority is set to Skill, then the skill that matches the phrase will be shown. If the Default Priority is set to FAQs & Skills, then a single FAQ is shown first. If the user responds that the FAQ is not helpful, then the matching skill is shown. To manage this setting, contact the Serviceaide support team. |
Administrators and Developers can upload FAQ documents to enable a bot to answer the frequently asked questions. FAQs can easily be imported from public URLs and CSV files. To do so:
If the FAQ content is available in a CSV format, select File and drag and drop or browse to select a .csv file.
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The uploaded file appears as shown below.
If the FAQ content is available on a public URL or as HTML link, then select URL and enter the URL.
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Click Ok to continue.
The uploaded FAQ document appears in the FAQs document list with 'In Progress' status. For CSV documents, the Type appears as Text_CSV, and for URLs, the Type appears as Text_HTML. For HTML files, the URL is displayed in the Source/Path column.