AI powered KnowBot

Introduction

KnowBot is Wati’s AI powered chatbot that provides a human-like chat experience and is aimed at improving your support team’s efficiency. It uses cutting edge generative LLM  models to understand the incoming query and generate a response for it from the data provided to it.

Users can simply upload a document with information/FAQ’s  to KnowBot and it will use that information to provide answers over chat. It can easily be triggered via existing automations such as Keyword actions and Default actions.

In this article, we will deep dive into how to setup and use KnowBot and answer some FAq's about the same.

Knowbot is accessible to our Pro and Business plan customers only.

How to use KnowBot

Creating KnowBot

The steps to create a KnowBot are:

  1. Navigate to the Automations tab in the product and locate the KnowBot option on the left navigation area. Make sure you have Administrator or Automation Manager role to be able to view this part of the product.
  2. Click on the Build Knowbot option and enter a Name and Description. Prepare a document containing all the information on the topic you want KnowBot to answer queries about. Save this as a PDF file and upload that PDF file in this window.
  3. Once the file is processed, click on Save. The KnowBot is now ready to be used!

Choosing when to trigger KnowBot

Once a KnowBot is created, you can choose how and when you want it to take over chats and start answering customer queries. There are 2 ways in which this can be done:

  1. Automation triggers: A condition can be set using Wati automations that will assign the chat to KnowBot when any of these conditions are met.
    1. Keyword match: Setup a keyword match corresponding to the topics you want KnowBot to answer queries on. It can be generic like "help" or more specific like your product name or an item on your catalog. When Wati detects the keyword in an incoming message from a new customer chat, it will assign the chat to the KnowBot.
    1. Default actions: If you wish to let KnowBot handle chats when it is out of office hours or there is no operator online, you can use one of our default action automations and simply choose the KnowBot and enable the setting.

  1. Manual assignment: This is an option available to all the Team Inbox users, where they can manually change the assignee of the chat to one of the KnowBots created. Once the chat is assigned to KnowBot, any new incoming message on that chat will be answered by KnowBot
You can take the control of the chat back from KnowBot at anytime, by simply assigning the chat to yourself or when you send out any reply on that chat from your user account on Wati.

Once you have setup the KnowBot, make sure to test it out before integrating it into your live support flows. You can start a chat by messaging your own business Whatsapp number and receive the KnowBot responses to verify them and make changes to the uploaded document is required.

KnowBot in Team Inbox

We have some useful indicators in the Team Inbox to identify the chats and responses generated by KnowBot, that will help you monitor the responses and identify any queries which can be added to the knowledgebase document used to train KnowBot.

  1. KnowBot as chat assignee: The term "KnowBot" will be visible on the chat list as well as message window of Team Inbox when a chat is being handled by it
  2. Quick filter: The KnowBot quick filter allows you to filter all the chats where KnowBot has generated atleast 1 response in the chat
  3. KnowBot messages: All messages sent by KnowBot in the chat are identifiable via the new icon. There will be also be a system message "The chat has been assigned to KnowBot" to indicate at which point in the conversation the chat was handed over to KnowBot

Updating the KnowBot

If you want to update the information based on which KnowBot is trained to answer queries when it was created, you can go to Automation > KnowBot > Choose the Edit action against the desired KnowBot.

Create a new document with all the details (old as well as new inputs), save as PDF file and remove the old file and upload the new one.

Once the new file is processed and the KnowBot is saved, it will start generating answers based on the updated knowledgebase provided.

KnowBot analytics

There are 2 ways in which a KnowBot performance can be tracked: 

  1. Via the Operator Performance Report: The Operator Performance Report is a part of the Team Inbox analytics dashboard. It shows details about the tickets handled by individual operators and their metrics such as Avg. First Response Time and Avg. Resolution Time.
    KnowBot will be shown as an Operator in this report and all the details and metrics will be available for it as well.  More details about this report is available on our support article here -  https://support.wati.io/l/en/article/2ztbkc1n1l-operator-performance-chart 
  1. Via the weekly Team Inbox scheduled report: This report is a part of the Team Inbox analytics dashboard. Once set up, it sends a weekly report over e-mail with all the details of each ticket created in Team Inbox in the past week. All the KnowBot chats will be included in this report. More details about this report is available on our support article here - https://support.wati.io/l/en/article/093vuovc4e-scheduling-a-report 

KnowBot Pricing

This section explains how KnowBot usage is calculated and how additional responses can be purchased.

Free monthly recurring quota

There are a certain number of responses generated by KnowBot which are free each month.

Subscription Plan

Free monthly KnowBot responses

Pro

250

Business

1000

This free quota is reset each month and unused responses are NOT carried forward to the next month. This KnowBot responses quota is reset at the beginning of each monthly billing cycle.

Add-on for additional responses

If you wish to use KnowBot beyond the monthly quota allotted, you must purchase additional responses as an Add-On to your account.

For this, you need to go to Account Details > Your Plan and select Buy KnowBot responses. You can purchase additional responses in batches of 1,000 depending on your requirement.

FAQ's

  1. How many KnowBots can I create?
    Each Wati account can create up to a maximum of 3 KnowBots. 
  2. How many files can I upload in 1 KnowBot?
    You can upload only 1 PDF file for each KnowBot currently, with a maximum size of 200MB. We will be supporting more file types soon!
  3. What file formats are accepted by KnowBot?
    Only PDF files with size below 200MB are accepted by KnowBot currently.
  4. Can I upload a file with images?
    Yes, the PDF file can contain images but the KnowBot is capable of processing only the text present in the file so it will ignore the images for now.
  5. Can KnowBot answer queries in other languages OR what languages does KnowBot support?
    Wati KnowBot has been extensively tested with documents and queries in the English language. However since it is powered by chatGPT and other openAI models, it can understand and answer queries in other languages as well, including when the knowledgebase document is in English but the query is in another language. For non-English use cases, we recommend users to thoroughly test the responses and their quality before using KnowBot to answer customer queries directly.
  6. Can the KnowBot reply with interactive messages like button messages, list messages etc.?
    No, the KnowBot can only generate text messages currently. 
  7. Can the KnowBot be added as part of chatbot flows? OR Can the KnowBot be triggered within a chatbot flow?
    Yes! Check this article for more details: Triggering KnowBot from a Chatbot flow
  8. Does the KnowBot have any memory or context of the previous messages to have a more natural conversation?
    Yes, the KnowBot remembers the previous messages in its own conversation and can continue giving answers in the same context.
  9. Will KnowBot resolve the chat once it has answered it?
    KnowBot currently cannot take any actions once it has answered a chat, so the chat must be resolved manually. However we are exploring ways in which we can improve KnowBot and it is a part of our roadmap to support such capabilities. 
  10. Can KnowBot route the chat to an operator or agent?
    Yes! Check this article for more details: KnowBot advanced rules
  11. Does knowBot use chatGPT or openAI?
    Yes, KnowBot uses various openAI models including chatGPT and GPT4 turbo to generate responses.

How did we do?

KnowBot advanced rules

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