Bot learns from conversations immediately

This feature brings out the new feature in CX Genie: real-time learning the conversations.

Here are 4 steps for Real-time learning:

  1. Initiate Learning:

    • Support agents can prompt the bot to learn from a conversation by selecting "AI > Learn this conversation" or pressing Shift + L.

  2. Immediate Processing:

    • The bot processes the conversation immediately and notifies the team once the data is captured.

  3. Admin Review:

    • An admin (which added) reviews and approves the new information to ensure accuracy before it’s added to the Knowledge base.

  4. Knowledge Base Update:

    • The approved information is integrated into the bot’s knowledge base, enhancing its ability to respond to future queries.

Staff must be included in here so that staff can request bot learn immediately.

  • To access this feature: from the Dashboard -> Bots -> Click the bot you want to use -> Settings

  • Back to Livechat tab -> Click on the chat you want to the bot learn -> Click the icon (in the box texting) -> Choose AI Learning from the Conversation.

  • Once clicked, there will be a notification appears saying that "Bot is learning".

    • This process will take a few minutes (less than 4 minutes for a normal conversation).

  • Once completed, there will be a notification appears saying that "Bot learned successfully". You can find the data which was imported in the Knowledge base.

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