The Orbis Chat AI bot answers from your knowledge base and shortcuts. There is no complicated training to do, so "training" really means writing clear content for it to use.
Write down what you know first
The bot can only work from what you give it. Go through recent chats, then write articles for the most common questions, such as delivery, returns, opening times and prices.
One question per article
- Use the customer's question as the title.
- Put the answer in the first sentence.
- Add detail and exceptions afterwards.
- Use plain English, and avoid internal jargon.
- State facts, such as times and conditions, precisely.
Decide what the bot should not handle
AI output can be inaccurate. Topics such as complaints, refunds, safety, medical or legal questions are often better handled by a person. Leave detailed guidance on these out of the articles, and tell customers how to reach your team.
Test before you rely on it
- Open your widget as a visitor would.
- Ask your most common questions, in the way customers ask them.
- Ask something the articles do not cover, and see what happens.
- Try asking for a person, and check that the chat reaches your inbox.
- Improve the articles where answers fall short.
Know your allowance
Each account gets 100 AI replies a month. Beyond that, you can add your own OpenAI API key, or the bot hands over to a human. See AI pricing.
Keep improving
Read through the bot's conversations from time to time. When it could not help, that is a sign that you need a new article. See how the bot provides after-hours cover.
Frequently asked questions
Do I need to know about AI to set this up?
No. If you can write a clear answer to a customer's question, you can prepare the bot.
Can customers always reach a person?
They can ask for a person from the widget. If nobody is available, they can leave a message for your team.
