2024-07-24 Ocelot virtual assistant training
Shawn Abbott will manage and add users.
Dashboard: https://admin.ocelotbot.com/
Support site: click question mark next to initials. support.ocelotbot.com
If you don’t only use Spider content, it will pull in content from other sources. But you can change the response before publishing. If you only use Spider content, must make sure websites are up-to-date, matching the response.
Content generator more helpful when developing responses to questions in knowledge base.
Contact questions: Do not edit or override the responses. If contact info changes, must contact Ocelot. These questions live in the general library. https://support.ocelotbot.com/support/solutions/articles/64000290827-contact-questions
Don’t delete questions; just change the response - even for services no longer delivered
Clarifying questions - asking more questions before presenting content.
Follow up from Catie, Client Success:
Catie Woessner catie.woessner@ocelotbot.com
Hi everyone,
Thanks for attending today's training! A recording of our meeting is available HERE as a reference and to share with anyone who still needs training. The password to access the video is: 1f!4yQr9
Your general library content for every office has been moved into staging so you can test and customize your knowledge base until you give us the green light to make it live! IMPORTANT: when you are testing your bot in staging, you will need toggle on "include staging data".
Next Steps:
· Test your FAQs and Customize
· Complete, review, and adjust your required Variables as needed.
· Add or adjust any URLs included in your spider.
· Complete your Question Templates
Resources:
· Admin SSO Login URL: https://id.ocelotbot.com/saml/drupal_login/tulane
· Office Contact Questions - do not edit
We would love to reconnect in ~2 weeks and see how everything is going! Let us know what day/time works best for everyone, and we will get a check-in call on the calendar.
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.
ID numbers should never be released via ticket, phone, or email. Students can access their ID numbers via Gibson. Students needing ID numbers for transcript orders can enter their SSN or 9 0's in the ID number field.