AI Model
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Last updated
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To create a new AI model, click on + New Model in the Panels section. TicketGenius uses four main elements to support your customers: Important Instructions, General Information, Problems, and Knowledge. Each element serves a different purpose:
When setting up the AI model, you can establish general rules and behaviors. This involves providing guidelines on how the AI model should behave and what it should avoid doing. It is crucial to keep in mind that over time, you may observe certain behaviors that are not suitable for your customer support needs. Therefore, it is essential to regularly monitor and adjust the AI model's rules and behaviors to ensure the best customer support experience.
For example, at SneakyTools, we used TicketGenius, which frequently directed customers to contact StockX or Alias support. To prevent this, we added the following rule:
Never ask a user to contact StockX, Alias, or any other company.
With ongoing usage, you can fine-tune the responses from your personalized AI model to make them perfect. If you need additional help, be sure to open a ticket in our Discord server.
This element is designed to provide your AI model with information about your product. You can explain what your product does, what features it offers, and more. Think of it as explaining to a random person what your product does. We recommend adding information such as supported operating systems, a brief explanation of your pricing models, and any other relevant details.
By providing this information, your AI model will be better equipped to assist customers and answer their questions accurately. It can also reduce the need for human intervention, leading to more efficient customer support.
Problems are an efficient way to reduce the amount of manual ticket work required. Once created, you will need to define a problem and add the specific solution. When creating problems, it is essential to write in a specific format, such as The customer wants to know where he can get his VAT invoice as a problem and Instruct the customer to contact us via email at invoices@ticketgenius.com and include their name, address, and VAT ID as a solution. It's crucial to note that the problem and solution should be written as guidelines for the AI model to follow, not as an exact answer to a specific ticket.
Knowledge is the final element that influences the response to a customer inquiry. It is accessed when a customer has a deeper question that is not defined as a problem or general information. To create a knowledge base, you can copy and paste each page of your current guides into a knowledge section and give it a name and source link. The name and link will be used to direct the user to the specific page in your documentation. Setting a link is optional
By providing relevant knowledge, your AI model will be better equipped to handle complex customer inquiries and provide accurate responses. This can lead to faster resolution times and a better overall customer support experience.
