1. Introduction #
Conversational bots have revolutionized user interactions by providing a more human-like experience. Floatchat’s proprietary NLP (Natural Language Processing) engine enables you to train your chatbot to handle queries in a conversational manner. One of the key components for training the bot’s conversational intelligence is using Frequently Asked Questions (FAQs). FAQs are a collection of standard query-response combinations that help the bot effectively handle customer queries. Floatchat allows you to add multiple variations of questions and responses to each FAQ, ensuring comprehensive training of the bot.
1.1 Availability #
The functionality to add and upload FAQs is available for all Floatchat plans. The configuration options for synonyms and stopwords are available starting from the Business Plan.
To access this functionality, click on the “Train” tab in the left panel and select the “FAQ” option.
1.2 Terms and Definitions #
Frequently Asked Questions are standard queries relevant to a product or service.
The intention or purpose of the user in a conversational flow.
A data point or value that can be extracted from a conversation or user query.
Different words or phrases that have the same meaning. Adding synonyms can improve the effectiveness of FAQ responses.
Words that are excluded in NLP (Natural Language Processing) while matching a given query.
2 Managing FAQs #
Click on the Train button and navigate to the FAQ option
There are two ways to add FAQs to your bot:
2.1 Adding FAQs One By One #
- Click on Add FAQ button on the FAQ page.
Specify the category for the FAQ, which helps in organizing and filtering relevant queries.
Select the language for the FAQ. Floatchat supports multiple languages, and you can choose from the list of activated languages for your bot.
Enter the question or query, and add multiple variations if needed.
- Tag entities within the FAQ to handle groups of values that lead to the same answer.
Now in one FAQ, you can tag that entity
Define the prompt message to be triggered if the query does not have a valid entity.
Choose the response type, which can be a static message or a path for an interactive process.
Provide the answer or response for the given query.
2.2 Upload FAQ file #
If you have a large number of FAQs or multiple FAQ categories, you can upload a formatted CSV file.
Floatchat supports a predefined format for uploading FAQ files. Simply navigate to the FAQ page, click on the “Upload FAQ” button, and follow the instructions provided.
You can download a sample file with the required format for reference.
2.3 Download FAQ Queries #
You have the option to download all the FAQs added to your bot in the same CSV format. This allows you to keep a backup or make changes offline if needed. To download the FAQs, go to the FAQ page and click on the ellipsis button (…), then select “Download all FAQ.”
2.4 View Upload History #
You can view the upload history to check the status of your FAQ uploads. This provides information on the number of FAQs successfully uploaded to the bot. To access the upload history, go to the FAQ page, click on the ellipsis button (…), and select “View Upload History.”
2.5 Manage FAQ Categories #
You can categorize your FAQs to better organize and manage them. This segmentation helps in focusing on specific categories during different conversation flows or paths. For example, you can categorize FAQs based on different departments within an organization, such as finance, marketing, support, and operations. This allows you to limit the FAQs displayed during specific paths or conversations.