How to Create FAQ

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

How to Upload FAQs

Select AI Assistant

Navigate to "AI Features > AI Assistant" in the left sidebar, select which AI Assistant you want to create FAQs for, and click the "Actions" icon on the right.

Add Q&A Content

1. Navigate to "AI Features > AI Assistant > Knowledge Base" in the left sidebar, 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 editing page supports various answer formats:

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

• Equations

• Source code (HTML, XML)

• Embedded links (videos, websites)

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

Answer format illustration

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

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

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

After adding, click "Confirm", and the FAQ is created. The AI Assistant can now reference your provided answer when responding:

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

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

Other Applications

Product Operation Guidance Q&A

Using 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?

When the answer is too long, you can click preview to confirm the complete content

Answer preview screen

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

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Knowledge Introduction

Using LLM Technology Introduction as an example, if 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 operating principle of LLM?

Video links can be entered in the answer

Click insert/edit media

Link entry illustration

Media insertion preview

The AI Assistant will respond based on your configured answer and provide the video reference link for users to access:

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FAQ Management and Maintenance Key Points

Content Timeliness Management

• Event Information Updates: Immediately remove or update related content after promotional events and 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: Reflect information about new product launches, specification changes, discontinued products, etc. in relevant Q&As in real-time

Data-Driven Optimization

• Answer Quality Improvement: Optimize answer content for high-frequency questions to provide 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 that links, contact information, and technical data in FAQs are correct

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

• Multi-language Version Synchronization: If multilingual support is needed, ensure content across all language versions remains synchronized

You can check the hit count of FAQs to identify the most frequently asked question categories by users and update regularly.

For hit count explanation, see: Search Testing

This management mechanism enables the AI Assistant to always provide accurate, timely, and user-relevant responses, enhancing the overall customer service experience.