Training AI

Overview

Zaapi’s AI Agent can handle customer messages, allowing your team to focus on inquiries that require human attention. To ensure accurate and helpful responses, training the AI is essential. The AI uses Knowledge Sources and Scenarios to generate responses:

• Knowledge Sources – Reference materials such as FAQ documentation, product descriptions, or help center articles that the AI uses to answer customer inquiries.

• Scenarios – Step-by-step instructions for handling specific customer situations in a predictable and consistent manner. These can also define when the AI should escalate an issue to a human agent.

• Quick Replies – References saved quick replies based on keywords to provide responses to customers (this can be turned off in the "Test AI" area)

Regularly updating the training documentation helps improve AI accuracy. If the AI cannot answer a customer’s question, be sure to add it to the training documentation.

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How to train your AI

Using Knowledge Sources

1. Access the AI Agent Section – Go to the AI Agent section in the side navigation.

2. Click on "Knowledge Sources" – This is where you manage AI reference materials.

3. Download a Training Template – Choose the General Q&A Template (download) or the Product Details Template (download).

4. Fill in the Template – Add all relevant information, ensuring correct heading sizes, no empty cells, and no images (AI cannot process images).

5. Upload the Knowledge Source – Click "Add Knowledge Source" and give it a recognizable name (e.g., “FAQs”).

6. Wait for Upload Completion – This may take up to 20 minutes.

   • Successful – The entire knowledge source was uploaded.

   • Partial – Only part of the content was added due to character limits.

   • Failed – The upload was unsuccessful. Review the document format and try again.

Using Scenarios

1. Go to the AI Agent Section – Navigate to the Scenario Training section.

2. Click "Add Scenario" – This allows you to create a new AI response pattern.

3. Define the Scenario Title – Example: "If customer asks for a refund."

4. Add Trigger Phrases – List variations of customer inquiries that should trigger this scenario, such as:

   • "I want a refund"

   • "Can I get my money back?"

   • "My order didn’t arrive"

5. Set the AI Response – Choose between:

   • Following a set of instructions (clear step-by-step guidance).

   • Escalating to a human agent immediately.

6. Provide Clear Instructions – Example for a refund request:

   1. Ask the customer when they ordered the product.

   2. Inform them that if the order is over two weeks old, refunds are not possible.

   3. If under two weeks, request a video of the unboxing to verify product condition.

7. Click "Create Scenario" – The AI will now use this scenario when responding to similar inquiries.

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AI Training Limitations

• Maximum of 1,000,000 characters for training.

• PDF files cannot be uploaded.

• Marketplace websites (Shopee, Lazada, TikTok Shop) cannot be scraped as a knowledge source.

• The AI does not differentiate between brands based on the channel (improvements coming soon!).

• AI does not use images in responses.

Regularly refining training content ensures the AI delivers accurate and effective customer support.