1. Feature Overview
This AI-powered chatbot enhances a journey-based bot by answering questions outside the configured chat flow. It learns from the knowledge bases and resources you provide, including open-ended content like documents or website links. Using this information, it addresses lead queries not covered in the original flow, while still following the Journey-based flow that you have configured.
Note:
- The AI Knowledge Bot relies on a journey-based bot. You can either create a new journey bot and enable the AI feature or activate it on an existing journey bot that’s live in your account.
- The difference between the AI Help Bot and AI Knowledge Bot is with the AI help bot, you had to manually add questions, answers, and utterances for the bot to address queries. Whereas with this bot, you simply upload resources, and the bot will analyze the content to educate itself and answer any questions related to the uploaded material.
- Rate each response using the thumbs-up or thumbs-down option. Your feedback helps improve the system and trains the AI model to generate better answers.
2. Use Cases
- AI-Powered Customer Support – Upload FAQs, manuals, and help docs to enable instant, AI-driven self-service.
- Sales Enablement & Lead Nurturing – Equip sales teams with AI-driven responses from product playbooks and case studies.
- Educational & Learning Support – Answer student queries using AI-powered insights from academic materials.
- Healthcare & Patient Assistance – Provide instant patient support with AI-driven responses from FAQs.
3. Prerequisites
- You must install the Chatbot connector. To enable it on your account, contact your account manager, or write to support@leadsquared.com.
- You must get the AI Knowledge Bot feature enabled on your account. To do this, contact your account manager, or write to support@leadsquared.com.
- You might come across a few terms for the first time in LeadSquared, so it’s important to familiarize yourself with the Glossary list for the Chatbot.
4. Create a Bot
Once the Knowledge bot is activated on your account, begin by building a Journey bot. Once the bot is ready –
- On your LeadSquared account, navigate to Apps>Chatbot, and click Get Started.
- On the Dashboard screen, from the left panel, click AI Knowledge Base, and then click Add Content.
- In the Add Content pop-up, enter the URL of the website where your content is stored. The bot will analyze the content on this website to educate itself.
- Alternatively, click Browse to upload files* from your computer. The bot will analyze the content in these files to educate itself.
- You can add multiple sources at once.
- Click Train Bot, then click Add Content, and allow the bot a few minutes to train itself.
- Once the status changes to “Trained”, navigate to the Bots screen.
- Alongside the bot with which you want to integrate the Knowledge Base (KB), under Actions, click
. - On the Edit Bot pop-up, alongside Enable AI, enable the slider
, and under Add Context, add your organization’s name. - Then, click Save. This bot will now use the resources you’ve added to the KB to address lead queries.
Note:
- Once published, you can link this bot to an existing journey-based bot. If a lead asks a question not covered in the flow or triggers a fallback, the system checks this bot for answers and responds accordingly.
- You can create multiple Knowledge Bases, and the bot will combine information from all of them to answer lead queries.
- *The following file types are supported –
- CSV
- XLSX
- DOCX
- If you’re adding a website URL, entering just the homepage URL is enough. The bot will automatically crawl through all the linked pages within the website and learn from their content.
Any Questions?
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