How to Create Questions and Answers for AI

Questions and Answers act as a data source for the AI and are not directly visible to end users. You can include FAQ-type questions and answers to help the AI in addressing those queries.

To add new Questions and Answers, follow these steps:

1. Navigate to AI module > Under Content click Q&A.
2. Click Add Q&A button.
3. Update the title and details of the Questions and Answers.
4. In the Settings sidebar, you can select the Brand, set Visibility (Access Scope), and assign Tags based on your Q&A needs. Visibility: Set to “private” for agents-only access or “public” to make the custom answer visible to all users.
5. Publish the Questions and Answers. Once published, the Q&A will be integrated into the AI as content.

You can use the Convert to Q&A option to turn a ticket response into a Question and Answer entry that becomes part of the AI knowledge base. This helps improve your AI’s ability to respond accurately to similar future queries.

The ticket subject is automatically set as the question. The selected response is saved as the answer.

Steps to Convert a Ticket Response to Q&A

• Open the ticket containing the message you want to convert.
• Click on the More Actions menu in the ticket update.
• Select Convert to Q&A from the dropdown options.

Once converted, the Q&A entry will be added to your AI training content and used to improve future responses.

Check out this video for more details