Table of Contents
Select Brand for Specific Content
Manage FAQs at the Conversation Flow Level
Overview
Sense AI Chatbot is now integrated with the Smart FAQs feature to answer the candidate's Frequently Asked Questions at any time during the conversation. The feature is designed to answer a global library of questions about the company, benefits, jobs, interviews, etc.
Smart FAQs allow you to select your top 3 questions from the global library and provide the ability to configure them at a flow level.
Smart FAQs 2.0
The FAQs 2.0 is equipped with enhanced customization capabilities, brand-specific FAQs content management, and real-time insights into candidate queries.
Here are some of the features and benefits of FAQs 2.0:
- Custom Content Creation: Create content that is tailored to your needs, whether it's general or specific to individual brands.
- Real-time Tracking of Candidate Inquiries: Candidates' questions can be monitored in real-time, allowing you to update your content accordingly.
- Previewing Responses: Preview responses before they are published, enabling you to make adjustments and ensure accuracy.
- Prioritizing Top Three Questions: Select your top three most frequently asked questions to improve the candidate experience.
- Intent-based Categorization: Candidate queries are categorized by intent, providing valuable insights into recurring themes and allowing you to address them proactively.
- Customizing Fallback Messages: Customize fallback messages to ensure a seamless experience for candidates, even when specific answers are unavailable.
Accessing the FAQs
Navigate to Automation > Chatbot > Manage FAQ Library. The Source Content for the FAQs section displays the FAQs content used to answer your candidate queries. You can easily add/ update this content directly from the text box, allowing you to customize the FAQs according to your preferences.
Preview the FAQs
When you click the Preview button, the chatbot window opens, providing a preview of how the chatbot will appear and function. Preview allows you to ask questions to the chatbot in real-time as a candidate, view the responses, and ensure accuracy.
Select Brand for Specific Content
The drop-down next to Preview helps you select brands for specific content.
Select Top 3 FAQs
In the Asked FAQs section, click the Select Top 3 button to select the most important FAQs for display. This feature lets you prioritize key information, ensuring users can quickly access the most relevant answers to common questions.
Manage FAQs at the Conversation Flow Level
You can enable the FAQ button on your chatbot for a specific flow by navigating to your conversation flow and clicking the three-dot option on the right side of the flow to manage your FAQs.
Candidate Experience
Candidates can ask or trigger FAQs at any time during the conversation. They can ask the questions in two ways:
- Candidates can “type in the question” at any time in the conversation.
- They can click on the “FAQ icon” (If you have enabled it as mentioned in steps B1 & B2) on the candidate interface to see the top three frequently asked questions and get answers for those.
Smart FAQs are built with different types of global questions on the company, benefits, jobs, interviews etc. You can add custom answers for all the questions in the question library (mentioned in step A1 & A2).
- The Sense AI Chatbot understands the question's intent whenever the candidate asks a question. If it recognizes the utterance as a FAQ, then it will provide the custom answer to that question (if added to the question library).
- If no custom answer is added, the chatbot will simply respond with the default message: "Sorry, I don’t know how to answer this.”
Smart FAQs provide the ability to take feedback from the candidates. For example, after responding to each question, the chatbot will ask for the candidate’s feedback on the web.
Candidates can share whether the chatbot has answered their questions or not.