The AI Chatbot that Gets Smarter with Data-Driven FAQs over AI Responses

Customer support is the core of any successful business, and should be accessible, accurate and real-time. An efficient FAQ (frequently asked questions) can spell the difference in enhancing the customer support you deliver with an AI chatbot like Kotae. Here's some practical tips in creating an FAQ for an enhanced and streamlined customer support:

1. Pinpointing the Most Common Questions

Start by doing an analysis of the common issues or questions you get from your customers. Value feedback by reviewing previous support interactions, feedback and the AI chatbot’s data to narrow down the most frequently asked inquiries. This way your FAQ can address the most recurring questions relevant to your customers.

Using the AI chatbot’s advanced capabilities such as Kotae’s to refine the frequently asked questions gathered will be to your advantage. You can look at how the customers connect with you, where they are from as well as the feedback from your FAQs. This helps it continuously get better with time based on real-time insights and data.

‍

You can see in this example that there will be unsuccessful interactions, and you can address this by creating the FAQ by following the succeeding steps:

‍

You can easily navigate the History of previous interactions from the Dashboard

‍

Click on the “Plus green button” to expand to be able to refine or create the new answer

‍

Type in the new answer on the box field and click on Create New FAQ when done

‍

Next time another customer comes back to ask the same query the answer will be different and this time it will be taken from the latest FAQ saved.

‍

‍

This way Kotae becomes smarter over time by data driven FAQs that can override AI based answers.

‍

2. Categorizing the FAQ into:

‍

• Product or Service information - details about features, updates and price points
• Company Policies -  Information on returns, shipping, tracking orders and privacy policy
• Technical support: troubleshooting basic guide, setting up instructions 
• Account Management - guide on how to create an account, resetting the password and billing related concerns.

‍

3. Providing Concise and Clear Responses

Write answers that address the common inquiries clearly and concisely on point. 

Avoid using jargon that is too technical for the common user to understand. It would help breaking down sets of information too complex into numbered formats or bulleted points. You should aim for explanations that directly address the queries.

Conclusion

Reviewing and updating your FAQ to make it relevant regularly is important. Make room for new questions that may emerge as your products or services change and new trends in the market may emerge. 

An efficient FAQ is essential for providing high–quality answers and instant support with Kotae. By zoning in on the most commonly asked questions, organizing them into categories and leveraging the power of AI you can build a resource that grows with your business enhancing customer support and satisfaction. Learn more about Kotae by booking a discovery call with us today.