AI Agent: Add past conversations as knowledge source
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Wilson Tan
Business Problem:
In the Messages module, there's a gap in how questions and answers are managed for AI. While FAQs can be incorporated as Snippets as a "Knowledge Source", they lack the contextual background of the questions that prompted these answers.
This limitation means our AI Assist or AI Agent do not have the context of FAQs or any past conversations from contacts. It also cannot correct or improve based on this lack of context as AI currently only search for answers from the files / URL's in knowledge source, Snippets, and occasionally outside of knowledge sources.
Desired Outcome:
Enhance the system to allow users to manually "add" FAQs or past conversations into the knowledge source, effectively "training" the AI to better handle the queries.
- This improvement aims to address FAQs that the AI Agent/AI Assist currently answers incorrectly or those that are commonly asked by contacts.
- Implementing this feature will reduce the manual effort needed to search for and type out answers, streamlining and automating the response process for frequently asked questions.
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Nabilah Binti Salleh
Merged in a post:
AI Agents: Adapt to real-time learning
Christine
Have ways to "correct" AI would be really helpful. Some ideas: Tagging AI in a comment with instructions about a particular conversation that it could then apply to future conversations. Or when you "Take-over" a conversation it could learn from the response given and when handed back it could learn from that.
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Nabilah Binti Salleh
Merged in a post:
Knowledge Source: Use Chat History as a Knowledge Source
Bernard Koo
Business Problem:
Currently, chat history with customers exists only within the Inbox and is not easily reusable as part of a knowledge base. This makes it difficult for teams to leverage valuable past conversations when building FAQs, AI Agent training data, or internal documentation. As a result, useful customer insights often stay siloed in individual chats instead of being applied across the organization.
Desired Outcome:
Introduce a simple way to select and convert relevant customer chat history into a knowledge source. This should allow businesses to:
- Curate meaningful snippets or entire conversations into a knowledge base with just a few clicks.
- Organize conversations into topics or categories (e.g., product troubleshooting, pricing, onboarding).
- Make this data instantly usable by AI Agents and automation workflows, ensuring they can reference real past customer interactions.
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Nabilah Binti Salleh
Hi Bernard Koo, thank you for your request! To better understand this, could you share a bit more about the specific issue you're facing, and how you'd expect to use this shortcut in your day to day workflow?
Bernard Koo
Nabilah Binti Salleh This is more of a workflow/seamless process button where we want our snippets/knowledge base to be automatically updated through the touch of a button. Our chats with our clients contain a lot of useful information that will be useful for our AI agent. Hence we would like this button to be created/integrated.
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Yihui Chan
Merged in a post:
Respond AI (ChatGPT): Use Previous Conversations as Knowledge Sources
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Vovwe Enyoyi
Business Problem
: Customers want to utilize well-handled and resolved previous conversations as knowledge sources to generate responses to queries.
Desired Outcome
: Enable customers to select specific conversations as knowledge sources for generating responses to queries.