How to Create FAQ

When users ask sensitive questions, or when you need 100% accurate responses, you can use FAQ to provide designated replies. This is ideal for common customer questions with fixed answers.

How to Upload FAQ

Select Knowledge Base

Go to the left sidebar "AI Features" → "Knowledge Base", and click on the knowledge base where you want to create FAQ (if you haven't created one yet, please refer to How to Create a Knowledge Base: Basic Settings).

Add Q&A Content

1. Enter the knowledge base page, select the "FAQ" tab, and click the "+Create FAQ" blue button in the upper right corner to start adding Q&A content.

1. Create FAQ

The FAQ editor supports multiple answer formats:

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

• Equations

• Source code (HTML, XML)

• Embedded links (videos, websites)

  • Videos provide reference links for users (the AI assistant cannot read video content yet)

Answer format illustration

This allows you to use multiple formats to clearly highlight key points in your answers and ensure the information is complete.

Taking e-commerce payment methods as an example, you can add the following question to explain online payment methods:

After creation, you can click preview to confirm the answer content:

After adding, click "Confirm" to complete the FAQ creation. The AI assistant will then be able to reference your provided answers when responding:

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

This way, you can restrict the AI assistant's response scope and prevent it from providing incorrect or non-compliant answers.

Other Use Cases

Product Operation Guidance Q&A

Using MaiAgent platform usage as an example, suppose you need to help new users understand how to get started with 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?

When the answer is too long, you can click preview to confirm the full 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 users to reference:

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Knowledge Introduction

Using LLM technology introduction as an example, suppose you run a technology education platform and need to explain what Large Language Models (LLM) are to the general public. You can add the following Q&A in the FAQ section:

Question: What is the working principle of LLM?

You can enter video links within the answer

Click Insert/Edit Media

Link input illustration

Media insertion preview

The AI assistant will respond based on the answer you set, and provide the video reference link for users to access:

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FAQ Management and Maintenance Tips

Content Timeliness Management

• Event information updates: Remove or update related content immediately after promotions or limited-time offers end

• Policy synchronization: When company policies (such as return/exchange conditions, terms of service) change, ensure FAQ content is updated accordingly

• Product information maintenance: New product launches, specification changes, discontinued products, and other information should be reflected in related Q&A promptly

Data-Driven Optimization

• Answer quality improvement: Optimize answer content for high-frequency questions by providing more detailed and practical information

• Gap analysis: Discover common questions not covered by FAQ through customer feedback and customer service records

Quality Control Mechanisms

• Content accuracy checks: Regularly verify that links, contact information, and technical data in FAQ are correct

• Tone consistency: Ensure all FAQ content aligns with brand tone and communication style

• Multi-language version synchronization: If multi-language support is needed, ensure all language versions are kept in sync

You can check the hit count of FAQ entries to identify the most frequently asked question categories and update them regularly.

For hit count details, please see: Search Testing

This management mechanism ensures the AI assistant always provides accurate, timely, and user-relevant responses, enhancing the overall customer service experience.