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Don't hesitate to reach out if you have any questions in the meantime!
Colette asked:
How does the chatbot prioritizes sources for creating answers? Specifically, we'd like to know when the chatbot uses our websites as the source of truth, when it uses a stock answer that we have created, and when it resorts to AI to generate a response. Additionally, if we use AI-generated responses, how does the chatbot combine these with the other sources? Also, how does the tool determine if a variation on a question is being asked?
Ocelot’s response from Katie Perunovich
When a student asks a question, our virtual assistant follows these steps to prioritize its response:
Primary Knowledge Base Answer:
The assistant first searches its knowledge base for a primary answer.
If found, this answer is given to the student and the interaction is logged as a “Knowledge base” response.
Auto Content Generation (ACG):
If no primary answer is found and ACG is enabled, the assistant attempts to generate an answer.
If ACG produces an answer, it is provided to the student and logged as “Generative AI”.
If ACG is blocked by guardrails, a default respectful message is provided and logged as “Declined”.
Suggestions:
If neither a primary answer nor an ACG answer is available, the assistant searches for suggestions.
These can include knowledge base suggestions, web links, and videos.
If suggestions are found, they are provided and the interaction is logged based on the type of suggestions (either “Search” or “Suggestion”).
Fallback:
If all methods fail to provide an answer or suggestions, the assistant may respond with an “I don’t know” message.
The Generative AI works by using natural language processing to understand the intent and then gather relevant info from your spidered data. It will scrape all of the data to return what the AI believes to be the most relevant response. If the student asked the same question again after, it would create a new response because essentially that is telling the AI to generate a new answer. Also wanted to mention we will soon have the ability to rank the order of spiders that the AI pulls from.