Articles on
AI assistant
Let the AI answer from your own knowledge and hand over to your team when it should.
Set up3
- How the AI assistant worksWhat the AI assistant answers, what it knows, when it hands a conversation to your team, and what it costs.
- Set up the AI assistantAdd knowledge, try the assistant, choose when it answers and give it a name and tone, in about fifteen minutes.
- When the AI hands off to your teamWhy the assistant passes a conversation to a person, what the customer and your agents see, and how to take over or give it back.
Knowledge4
- Add knowledge for the AIGive the assistant your FAQs, policies, website, Google Docs, Notion pages and files, or push documents from your own system through the API, and write them so it finds the right answer.
- Answer the questions the AI could notTurn the questions the assistant handed off into new knowledge, and correct a reply straight from the inbox.
- Teach the AI from your repliesAfter you answer a customer, let the AI turn your reply into a knowledge entry, so it can answer the same question itself next time.
- Teach the AI how to handle situationsRules for specific cases, such as wholesale enquiries, angry customers or after-hours chats, that say what the AI says and what happens next.
Quality2
- Test the AI before customers doWrite the questions that matter, say what a good answer does, and let Ha Tang grade the assistant on them after every change.
- Check what the AI did and what it costThe AI runs log shows every answer, draft, hand-off and test the assistant made in the last 30 days, with its outcome and cost.
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