2024-07-12 Ocelot platform review

Owen Knight, Alex Pritchard, Mike Goodman, Scott Zitzmann, Shawn Abbott, Duane Pitre, Mike Pilman, Colette, Denise, Katie McBride, Catie Woessner (rep)

chatbot = virtual assistant

Ocelot support: support.ocelotbot.com

Live webinars 3 days/week.

Admin portal

admin.ocelotbot.com

Test My Bot

Answers questions, operates just how the bot will when live (without pulling in testing data).
Languages: English, Spanish, Chinese, Vietnamese

Look & Feel

Where chatbot is positioned and what its messaging is (globally or by office). Should it look the same across all units or should it look different based on unity specification.
Knowledge base is shared across all units once embedded on website.
If on Advising and asks a Fin Aid question, it will still respond to the Fin Aid question.
Position usually bottom right.
Simple vs call-out bubble. Callout a little larger, more engagement. Simple is just a button.
Roaming - allows bot to scroll up the page to prevent covering information.
Callout Heading and message. Can keep consistent and at office level, can interchange Fin Aid, Advising, etc.
- Can be used to do announcements, too.
URL Matching - matched home pages for us. The URL is the parent page, and all child pages will have the same look & feel settings.
Office overrides global settings.

Behavior settings

Office >

Operation mode - Bot first vs live chat first
- As soon as you start using live chat and student indicates they want to speak with someone, it would assign them to the live chat agent directly.
- During busy periods, may want to do bot first and then escalate to live chat.
- Can choose to require authentication prior to assigned to live agent.
IDK settings
- When asked a question the chatbot can’t support, it will notify the student and ask if they want to contact the office.
- Can give custom response to this or walk them through a contact form. Chat transcript and contact form info would be emailed to the responsible office.
User Feedback
- Turn on at school level.
- Any time a response is presented it will ask the student if their question got asked (thumbs up or thumbs down). Can leave comment as to why.
Inquiry Form
- Used to collect personal information from students from the moment they open the chatbot.
- Before you get started, can you answer these questions?
- Choose from any of 30 options.
- Good for prospective students.
- Can have digest or immediate email notification upon submission.

Global >

Automatic Content Generation
- Spiders for each unit.
- Tells AI to scrape unit home page and subpages.
- Can display site map to show what’s included in spider.
- Can exclude pages. Maybe it’s an old URL that doesn’t exist anymore. Only trying to scrape applicable web pages.
- Spidered information is used
- Spidered information supports students students in 3 ways:
  - Explore bar link to pull up the URLs on your website to navigate to.
  - Responses: Content generator. Tell it to only use Spidered content. Can still edit/modify responses.
    - Option to use spider or GPT or both spider and GPT.
  - Automatic content generation
- Content generation hierarchy: Knowledge base for 1:1 response, look for suggestions > no answer but content available > responds with that available content
- Users and departments notified which responses are coming from knowledge base vs website (generative AI).
- Turned off by default which means it only pull from knowledge base/custom responses.
- May be configurable in the future by office.

Variables

General - office contact info, tied libraries to offices (content lives in general library).
- Asterisk variables are required.
- Custom variables - we will want variables for respective portals (Slate)

Going live

Launch can go live all at the same time or each can roll out at different times.
Embedding > copy code
All unit pages/subpages

How the AI works

Office set-up form collected any contact related info for each unit. (How can I contact you? Shows all supported areas. Student selects. Displays email, phone, office hours, and ask if they need help contacting someone)
Turned on entire libraries of content to support each unit. Tied to office permissions (Advising cannot edit Fin Aid questions).
To change contact info, contact CSM to adjust office information.
When questions are asked: Looks at intents and then entities to provide consistent, accurate responses to the different ways a question is asked (misspellings, alternate phrasing)
Suggestions for related questions, links to applicable pages on our website for more information about their question.

Next meeting 7/24 3pm

Catie will ensure that all on this call are included on the calendar event.

Questions

SA: We have 5 units onboarding WaveBot - will there be 5 instances or will there be 1 instance with each of the 5 units?

Available to all staff members, same for every unit. Quotas &Account > Permissions

Level of access : Admin, Standard (most staff), Limited (monitoring only), None

Each staff gets an office assignment.

Permissions matrix: https://support.ocelotbot.com/support/solutions/articles/64000270620-user-roles-permissions

CR: Sending a user to office information. If we have ticketing system, can we include that to get our customer response?

Yes, can add a link.

CR: Slate integration?

Yes. https://support.ocelotbot.com/support/solutions/articles/64000270924-slate-integration-overview

Creates contact lists for use when you text students.

DP: How often do spiders run?

Every 2 weeks. If content changes more frequently, you can tell it how frequently to pull in.

If editing on existing URL - use force run

If adding new URL with new content - find the office and add it or create a new spider and enter the URL for that new webpage.

OK to have it run once per day.

View content: shows all URLs associated.

SA: How should we handle multiple portals? Slate, for example.

Create custom variable for Slate. Send URL to Catie and she can create it for us.

DP: Can embed code be inserted in body? We don’t have access to the head tag.

Yes. Has to be done for every single URL. May be able to use include to do it across the whole site. Would allow though to test for a single page. Can review other websites to get a feel for where others embed the code. https://support.ocelotbot.com/support/solutions/articles/64000274226-embedding-the-chatbot

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