FAQs

This tab will help your chatbot understand clearly about customers' questions and deliver correctly the answers to the clients.

I. FAQs in CX Genie

FAQs stands for 'Frequently Asked Questions,' meaning a list of common questions users often ask along with corresponding answers, typically organized by topic or type.

The structure of an FAQ usually includes:

1. Question Title: A brief question addressing a specific issue of user concern.

2. Answer: The response or specific information related to the question.

To help CXG Chatbot understand that it's dealing with an FAQ, you can employ the following methods:

1. Question Classification: Training the chatbot to recognize and categorize questions by topic or sentence pattern, such as 'Shipping-related questions' or 'Ordering inquiries.'

2. Keyword Integration: Using terms like 'FAQs' or 'Frequently Asked Questions' within the question or in the content of the answer to aid the chatbot's recognition.

3. Use of Special Symbols or Icons: Adding symbols like '?' or 'FAQs' to the question can help the chatbot identify it as a frequently asked question.

Every set of Questions & Answers you import to the chatbot will be immediately understood and ready to deliver to your customers. This will decrease the rate of irrelevant answers.

This is one of two important sections for bot learning, we recommend you import the data through this method.

II. How to use

At CXG you can choose whether to Import the FAQs via Table (we have the template) or manually import:

Import FAQs: You can use our template (click the file below to get it).

*Note: import a table of data FAQs maximum file size of 100 MB or 200 rows.

49KB

FAQ_Template.xlsx

Import FAQs by template.

Add FAQs: You can manually create FAQs and follow 3 steps:

1. Questions: This field is in text format. We recommend you add this content in Question and at the end of the sentence, a symbol like "?" needs to be attached for the bot to learn effectively.

2. Answers: This field is in text format, you can also add some characters to help improve your content look. We recommend that you provide the most appropriate answer to the question you entered in section (1) so that the bot can learn more effectively and deliver relevant content when needed by customers.

3. Save changes: This button will let you save the FAQ and will import data for bot learning.

*Note: The content in both Question and Answer must be in the same language.

Create FAQ(s) manually.

• After you import successfully, there will be a column showing that your data is ready to use. You can edit the FAQs that were imported by clicking the pen icon.

Status column let you know your data was imported sucessfully.

By clicking the pen icon, you con edit the data which was imported.

• You can also choose the amount of data you want to delete by clicking the box in the left column (1) and then clicking the bin icon (2) to delete.

By clicking the box (1), you can optionally choose the amount of data to delete. Click the bin icon (2) to confirm.

How to Add FAQs Effectively: A Step-by-Step Guide.