Creating a FAQ Skill

Let's look at an example to build a simple skill in Luma Virtual Agent Skill Builder that answers a Frequently Asked Question (FAQ) such as ‘What are the Help desk support hours?’

Using the skill, the end-users can inquire about the Helpdesk Support team's working hours using simple phrases such as Support hours, Helpdesk hours, Business Hours, etc.

The following are the key steps in configuring the skill:

1. On Skill Builder, click on the Create Skill.

2. Add Skill details such as Name, Category, and Description.

3. On the Invocation Type, select “User Phrase“ and add the User Phrase that can be used to trigger the skill such as “What are the Support Business Hours?”,” Support team hours,” “support working hours, “Helpdesk hours,” etc.

4. On Conversation Flow, select Information Message, and add the message to be displayed to the end-user, providing the required information. For example: “Support team is available between 9 AM IST to 6 PM IST.”.

5. Click Save to finish building the skill.

6. The next step is to add permission to the skill. Click on Permission and the Users or Groups who should be able to execute the Skill.

7. Do a Build and Publish to make the skill available in Virtual Agent.

8. Once the skill is Published, Go to the Test Widget to test the skill. Click on Debug Logs and execute the skill to view the runtime Skill execution logs.

Your skill is now ready to use. Go to Conversation History to view the list of conversations where the end-user requests the skill.

Additional Resources:

Visit the below Wiki Documentation for more information on:

1. Creating and Managing Skills is at Create Skills

2. Publishing Skill on Build and Publish

3. Understanding Conversation logs on Conversation History.

CALL TO ACTION: Assignments

Now, refer to the above example and try creating the below skills:

1. Build a Skill that provides the postal address of your office. Add phrases such as “Office address,” “Office Postal address,” “Address,” etc., and add the address in the Information message.

2. Build a Skill that provides the Holiday Calendar for the next year. Add phrases such as “Holiday Calendar, “Holidays next year, “ etc. Add the calendar in the information message and use Message Formatting functions such as Bold, Italic, Newline to style the text.

3. Build a Skill that provides the Guest Wifi password for your office.