Bot training is how you teach your AI bot to give accurate, relevant responses to customer queries. Using tools like the Web Crawler and Custom Bot Responses, you can build a knowledge base that supports smooth customer interactions. Whether handling general or specific questions, a well-trained bot means customers get timely, accurate answers.

Key Benefits of Training Your Bot

  • Improved Accuracy: Your bot pulls from the right data sources to give precise answers tailored to what customers are actually asking.
  • Enhanced Efficiency: Automated responses cut down on manual work, saving time for your team and customers alike.
  • Consistency: Customers get the same high-quality information every time, regardless of who they speak to.
  • Scalability: Handle a growing number of customer queries without needing to scale your team at the same rate.

Getting Started

Before training your AI bot, make sure you've added the relevant information to a knowledge base. If you haven't set one up yet, head to AI Agents > Knowledge Base in your account and do that first.

You'll need to add content from websites, FAQs, or other sources.

  • Web Crawler: Uses publicly available content from URLs, site paths, full domains, and documents to train your bot, with flexible control over coverage to keep responses accurate, relevant, and up to date
  • Custom Bot Responses (FAQs): Allows you to define and update answers for common questions, both manually and from live interactions, to ensure consistent, accurate, and reliable responses.
  • Tables: Uses CSV files to provide structured data that the AI can query using natural language, enabling accurate answers based on rows and columns
  • Rich Text: Enables you to create and format content directly in the editor, with structured sections that improve how the AI retrieves and uses information.
  • File Upload: Supports uploading documents (e.g., PDF, DOCX, PPT, TXT), which are automatically processed into searchable content for accurate responses

Once you've added all the relevant details, save the knowledge base and test your bot!

For more help setting up a knowledge base, see the "How to Create a Knowledge Base" article in this section.

Training Your Conversation AI Bot

Now you've set up your knowledge base, head to the Conversation AI tab to start training your bot.

Click on the name of any configured bot.

📌Note: The training material applies to all bots, so it doesn't matter which bot you initiate the training from.

Switch to the Bot Training tab to train your AI bot, so it delivers accurate and relevant responses.

You can add up to 4 knowledge base triggers, with each trigger supporting up to 7 Knowledge Bases, to define when certain information should be pulled in. To modify an existing trigger, click the three dots next to it, or create a new one from scratch.

Creating a trigger involves selecting the knowledge base(s) from the list and providing instructions for the bot to follow.

When a condition is met, the AI prioritises the relevant Knowledge Base, while still being able to use it independently when needed. This improves response accuracy and helps ensure important information isn't missed.

Test Your Bot

Once your triggers are set up, test the bot by interacting with it directly to see how it responds to customers. Send messages and review its replies. If a response isn't quite right, use the thumbs down option to adjust how it responds going forward.

Using the bot training tool, you can craft precise answers to common customer queries, making your bot more capable of handling customer interactions efficiently and consistently.

Frequently Asked Questions

Q: How often should I update my bot's training data?

  • Updating your bot's training data quarterly, or after major service updates, will keep it accurate and relevant.

Q: Can I use multiple URLs for training the bot?

  • Yes. Combining different types of URLs (Exact, Path-specific, and Domain-level) helps build a more comprehensive knowledge base. Just follow the steps in the Web Crawler section again to train the bot with multiple URLs.

Q: How can I ensure my bot's responses are accurate?

  • Use the feedback system, regularly test your bot by simulating customer queries, and frequently update your FAQs.

Q: What happens if my bot cannot answer a question?

  • The bot may request clarification or escalate the query to a human agent based on its configuration.

Q: What types of information work best for Custom Bot Responses?

  • Focus on precise, essential information like pricing, policies, and instructions to effectively address common customer questions.