How does the knowledge in sipgate sona work?
Maintain the knowledge base of sipgate sona – store common customer questions and answers.
The section Common customer questions serves as an internal knowledge base for sipgate sona. Here, admins store information about the company, products, or services that the agent accesses in real time during the conversation to answer questions directly.
In the section Playbooks can, on the other hand, be used to create structured conversation flows in which customer data is collected in a targeted way — for example, for a callback or further processing. In addition to the general standard playbook “Other,” custom playbooks such as e.g. Appointment booking or create **Support request** to cluster calls by topic and evaluate them in a targeted way.
sipgate sona uses the information from the website entered during the registration process to obtain the most important data for answering questions. The data captured here can be changed manually at any time afterward. In addition, authorized users can enter recurring customer inquiries along with their corresponding answers into the sipgate sona interface. sipgate sona recognizes the customer's request through signal words and returns the appropriate answer based on the stored information.
How do I add new knowledge?
sipgate sona can be supplied with new information at any time. To do this, a new playbook is created. Each newly created playbook is linked to the database and stored as a possible answer to a customer inquiry.
Negative example:
How do I reach the hotline?
How do I reach customer service?
Positive example:
How do I reach the hotline?
At what times is the hotline staffed?
If sipgate sona outputs incorrect data, please check whether the information in the corresponding answer overlaps completely or partially with the information in another answer.
You can also improve sipgate sona's recognition of questions by using targeted keywords in the respective question.
Provide the knowledge base via upload
You can add PDF documents with FAQs and information about your company or your products to the agent's knowledge base. The AI uses this content to answer customer questions in the conversation in a targeted way. For formatting and preparation, we have compiled some recommendations that have worked well for us.
Structure: Clear organization with headings
Formatting: Continuous text, no scans, avoid tables
Images in PDFs are not analyzed
For a lot of content: split it thematically across multiple documents
do not change automatically generated document titles
Avoid duplicates with other documents and “Frequent customer questions”
What do I do if sipgate sona generates incorrect or incomplete statements?
The AI agent tries, based on the stored information and scenarios as well as the caller's captured data, to identify sensible customer inquiries and thus provide the corresponding answers. If you notice that incorrect or incomplete information is being given on a specific topic, check the answers in the overview. Try to formulate the answers as precisely as possible. Also make sure that the answers to different inquiries do not resemble each other too closely.
You can enter various preconfigured tasks in the scenarios or create your own tasks. If you discover an error in the application while doing so, delete the corresponding task and try to improve how it works with a new formulation.
We are happy to receive suggestions as well as improvement and feature requests.
Last updated