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 of questions and provide the ability to confugure it at a flow level.

What’s Covered

• Includes the standardized global question library for different FAQs.
• Ability to configure top 3 questions at the flow level from the question library.
• Flexibility to show/hide the FAQ button functionality for specific flows.

How To Use “Smart FAQs”

[A]  Manage FAQ Library

[1]  Navigate to “Conversations > Manage FAQ Library” to manage your FAQs.

[2] You can see the global FAQ Library on your left side panel. Click the “Pencil” icon to add your                    custom answers to all your applicable questions.

[3] Once you add the required answers to your FAQs, it is recommended to add the top 3 questions                 as your default questions from the Question Library. Select your top 3 questions, drag & drop                     it into top 3 default FAQ slot on your right side panel and click “Save Changes”.

[B]  Manage FAQs at the Conversation Flow Level

[1]  If you wish to enable the “FAQ button” on your chatbot for a particular flow, navigate to your                      conversation flow and click the three-dot option on the right side of the flow to manage your                        FAQs.

[2]  Click the “Enable” button to show the “FAQ button” functionality for the selected flow.

Key Notes:

• If you enable the FAQ button functionality, the candidates will be able to see the FAQ button with your top 3 default questions. 
• If you disable the FAQ button functionality, the candidates will not be able to see the FAQ button but still be able to ask their questions and the system will automatically provide the answers (if added to the global library as mentioned in step A2).

For Example: {FAQ Button Enabled}

[3]  You can manage your default questions from the drop-down menu for the selected conversation                  flow.

[4]  Click the “Edit in Library” to customize your answers to your selected questions.

Candidate Experience

[1]  Candidates can ask or trigger FAQs at any time during the conversation. They can ask the                          questions in two ways, such as:

• 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.

[2]  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). 

• Whenever the candidate asks a question, the Sense AI Chatbot understands the intent of the 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, then the chatbot will simply respond with the default message: "Sorry, I don’t know how to answer this.”

[3]  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.