Virtual Agent answering FAQs

[Kotoyo]

Hi All. I would like to know what kind of configurations we can think of in order to have Virtual Agent answer FAQs. I want VA to automatically answer the user's inquiry by referring the FAQ data.

I can think of one approach: to create the "Topic" one by one for each FAQ topic with Virtual Agent Designer and to let VA to answer the inquiry following by the designed workflow; however, it seems not a fascinating option from the maintenance point of view. It would be great if the Virtual Agent refer the Knowledge articles on Service Portal and automatically generate the answers but I don't know if it is possible.

Fully appreciated if you share your comments or thoughts!

[Susan Britt]

To add to all the other contributions above, you could possibly create a custom Fallback Topic that would suggest your FAQ article and do a quick knowledge search on what was typed in, before telling the user you didn't understand their request.  

[Kotoyo]

Hi sbritt. Thank you for your comments!

It's like, VA shows the url of Knowledge base and promote the user to look up the appropriate information? Or, VA itself searches an appropriate article which can answer the inquiry in Knowledge base?

[Susan Britt]

You could do either, but we built it where the search is done for them and returns the top 3 articles. Giving the user the info provides them a better user experience.

[Kotoyo]

Thank you sbritt. That should be true.

[Kim Sullivan]

So we are trying to do this with a custom table.  Querying the table works great.  The issue I'm running into is handling the output.  It could be a picture, a link or text.  And placing them all in a card doesn't look very good.  I tried creating different inputs and passing them into the same output field type - also not working at the moment.  If I can't get this figured out pretty quick, think we're going to have to go the KB route as well.