How to Create FAQ

When users ask sensitive questions or you need 100% accurate answers, you can use FAQ to provide specific responses, suitable for common customer inquiries with fixed answers.

How to Upload FAQs

Select the AI Assistant to Operate

Go to the left sidebar "AI Features > AI Assistant", choose which AI assistant you want to create FAQs for, and click the "Actions" icon on the right.

Add Q&A Content

1. Go to the left sidebar "AI Features > AI Assistant > Knowledge Base", select the "FAQ" tab, click the blue "+Create FAQ" button in the top right to start adding Q&A content.

1. Create FAQ

The FAQ editing page supports multiple answer formats:

• Basic text formatting (bold, underline, italic, etc.)

• Equations

• Raw code (HTML, XML)

• Link embedding (videos, websites)

  • Videos are provided as reference links (AI assistant cannot read video content)

Answer format example

This allows you to use various formats to clearly highlight key points and ensure complete information.

For example, for e-commerce payment methods, you can add the following question to explain online payment methods:

After creation, you can preview to check the answer content:

After adding, click "Confirm", and the FAQ is created. The AI assistant can now reference your provided answers:

When customers ask about online payment methods, the LLM will respond based on the FAQ content:

This helps limit the AI assistant's response scope and prevents incorrect or non-compliant answers.

Other Applications

Product Operation Guidance Q&A

Taking MaiAgent Platform Usage as an example, if you need to help new users understand how to start using the MaiAgent system, you can add the following Q&A in the FAQ section:

Question: What should I do if I don't know how to use MaiAgent?

For long answers, you can click preview to check the complete content

Answer preview screen

The AI assistant will explain MaiAgent's available resources and getting started steps based on your provided answer, and provide the links in your answer for user reference:

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Knowledge Introduction

Taking LLM Technology Introduction as an example, if you run a tech education platform and need to explain what Large Language Models (LLMs) are to the general public, you can add the following Q&A in the FAQ section:

Question: How do LLMs work?

Video links can be entered in the answer

Click Insert/Edit Media

Link input example

Media insertion preview

The AI assistant will respond based on your set answer and provide video reference links for users to access:

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FAQ Management and Maintenance Points

Content Timeliness Management

• Activity Information Updates: Immediately remove or update content after promotional activities and limited-time offers end

• Policy Synchronization: Ensure FAQ content is synchronized when company policies (such as return/exchange conditions, service terms) change

• Product Information Maintenance: New product launches, specification changes, discontinued products need to be reflected in related Q&As promptly

Data-Driven Optimization

• Answer Quality Improvement: Optimize answer content for high-frequency questions, providing more detailed and practical information

• Gap Analysis: Discover common questions not covered in FAQs through customer feedback and customer service records

Quality Control Mechanism

• Content Accuracy Check: Regularly verify links, contact information, and technical data in FAQs

• Tone Consistency: Ensure all FAQ content matches brand tone and communication style

• Multi-language Version Sync: If multi-language support is needed, ensure content stays synchronized across all language versions

You can check FAQ hit counts to identify the most frequently asked question categories for regular updates.

For hit count explanation, see: Search Testing

This management mechanism ensures the AI assistant can consistently provide accurate, timely responses that meet user needs, improving overall customer service experience.