The Knowledge Library (previously known as the Context Library) is a powerful feature that sets Clever Compose AI apart from other generative AI products.
To get the most out of your AI, it's important that you set up the Knowledge Library with enough information and clarity. This will enable the AI to produce high quality responses across a broad range of customer enquiry topics, saving your team a lot of time. In a nutshell, highly detailed info = high quality AI responses.
Common traits of a well setup Knowledge Library:
More than 15 files and links added. Include separate links for important product information webpages rather than just the primary domain.
Include relevant information for your most common customer support queries. Highly detailed product brochures, option pricing, pick up schedules, full refund terms, charity request responses.
Update and re-process the files and links when relevant, eg. if pricing changes or new tours are added.
A combined FAQ file added and uploaded to the context library is easier to manage than a large number of single FAQ 'text' questions. Our most experienced clients typically use this method. If there are 50+ FAQ questions in the file, consider grouping them into several files by FAQ broad category. When you need to make a change to the document, update it outside of TourConnect AI, then upload to the Knowledge Library to replace the old version.
Spreadsheets or PDF's include instructions to the AI on how to read the file. These can be included at the top of the document before it's added to the library. For example, "This spreadsheet shows pick up locations, times and useful details for Tour ABC. When customers request info regarding either one of these items, include all three in your response."
Consistent format when writing the body of the FAQ document. Ideally, the format would be from the perspective of 'the customer asking your company a question'. However, we/I/you formats are all acceptable. The AI will figure it out especially if there is a clear and concise instruction to the AI in the contextual document.
Avoid duplication in the files added to the library. For example, if information on itineraries has already been added, there is no need to add it or something very similar within the Itineraries section.
Knowledge Library section headings are useful but you do not need to have a file or document added to each section. In many cases, your webpages and documents will contain information across various section headings. The AI will review the entire public library before creating a query response.
If Internal only documents are included in the Knowledge Library, select Private when adding them. This ensures that the AI does not read them when formulating customer query responses.
These guidelines are designed to help train your AI effectively for Customer Support queries, as that role is the primary purpose of Clever Compose AI. For those primarily using Custom Prompts or Advanced Prompts (marketing asset creation etc), the core principle of setting up the Knowledge Library remains valid - high quality and clarity of information is key to producing high quality responses.