How to build your own smart FAQ bot without coding

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What is Knowledge Base AI, and why should you use it?

Knowledge Base AI is an AI chatbot that uses technologies like natural language processing (NLP), and generative AI. It has the capability to extract content from already existing text, such as URLs, product pages, documentations, blog posts, and much more.

All you have to do is provide Knowledge Base AI with this information, and when customers ask the bot a question, it'll be able to pull the answer from these sources. Because the smart FAQ bot uses generative AI, the answers won't be a copy-pasted text of your sources, but a natural and engaging answer.

Bradlows, for example, southern Africa's leading retailer for stylish furniture, implemented Knowledge Base AI as part of their web chatbot, Jaydee. Here, customers can either select a button related to a topic or simply type their question in the chat to which Jaydee responds in a very natural way.

Bradlows FAQ bot Knowledge Base AI Sinch Engage — With Knowledge Base AI, Jaydee provides smooth answers in seconds. (Source: Bradlows)

And: Knowledge Base AI is also multilingual. So, even if the content you provide is, let's say, in English, but the customer asks a question in Hindi, the bot would be able to translate the information and provide an answer in Hindi.

With this solution, creating your own smart FAQ bot has become incredibly easy. It'll save you a lot of time, and also offers a great fallback for answers an existing bot can't answer.

In that case, instead of having your bot say something like: "sorry, I'm not able to answer this question", or involving your service agents, you can simply add Knowledge Base AI as a building block to your existing bot, reduce the workload for your service team even more, and still enable customers to find answers while providing a great user experience.

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How to set up Knowledge Base AI in just three steps

Setting up Knowledge Base AI with Sinch Engage is very easy and only takes three easy steps.

Create a chatbot on Sinch Engage, either from scratch or from an existing template.
Upload your content (PDF files, CSV, URL, etc.)
You can first test and then publish the bot on your preferred channel (Knowledge Base AI works on different channels, from messaging apps like WhatsApp to a website chat).

That's it! Now, your customers can start asking questions.

What can you do with Knowledge Base AI?

Knowledge Base AI offers a really intuitive and fast way to create your own smart FAQ bot. It doesn't require any type of coding skills, and it only takes a few minutes. That makes it a powerful tool for various use cases.

It can answer customers' frequently asked questions.
Keep your FAQs up to date. Knowledge Base AI has a sync function. When activated, it'll sync with a provided URL and automatically update the answers it gives.
It can answer specific product-related questions.
You can use it as a trouble shoot bot by uploading help center content.
The bot can also guide users to certain web or product pages, or even to specific agents.
It can be a great starting point for conversational marketing. Let's say you send out a campaign, and a user replies with a question. Knowledge Base AI can immediately jump in, reply in a very conversational way, and guide the user further along in the customer journey.

Why not just use ChatGPT as FAQ bot?

When it comes to generative AI, Open AI's ChatGPT model is, of course, extremely popular. However, the open-source model can be problematic when used in a business context.

One of the issues is that ChatGPT essentially "hallucinates" answers. So, even if it actually doesn't know the answer to a question, it'll provide an answer that it deems most likely to meet the user's needs. However, in a business context, this could lead to multiple issues, from providing users with inaccurate pricing or product information to promising them services you don't offer.

While Knowledge Base AI leverages the capabilities of generative AI as well, it also works with other technologies, such as NLP, which give you control over the content the bot has access to, and the answers it should and shouldn't provide.

In other words, by using more traditional chatbot technologies like NLP and generative AI, Knowledge Base AI combines the best of both worlds!