Create an assistant

Create an assistant that contains default tasks such as AI support and agent transfer.

Guidelines

• Use the same language throughout the assistant. Example: Content source and assistant settings.
• Be consistent throughout the assistant. Otherwise, the assistant might not provide the correct responses. Example: If you upload content for the Experiences product and in the settings, you specify that the assistant is for the Answers product, the assistant sometimes says that it is for Experiences and sometimes for Answers.
• The assistant does not prioritize between the settings and the content source.

Prepare the content source

You need to train the assistant with data. Example: Your product documentation. The assistant uses this content to generate responses to end user queries.

To prepare the content source for the assistant, perform the instructions in one of the following sections:

• Prepare the zip file: Refer to this section if you want to use a file that contains the content source.
• Use a link to your website: Refer to this section if you want to use a link to the website that contains the content source.

Prepare the zip file

Guidelines for the zip file

• You can upload documents only as a .zip file.
• The maximum file size for the zip file is 7 MB.
• You can upload only one zip file.
• You can use multiple documents. But you must add all the documents to a single zip file.
• Supported file types for the documents in the zip file are .pdf, .json, .txt, and .csv. The assistant can process data in .pdf and .txt files easily. It might be difficult for the assistant to process tabular data in .csv files.
• You can use documents of different supported file types in the same zip file.
• Upload all the documents as a single folder in the zip file. Do not create subfolders.
• The order in which you add the documents to the zip file is not important.

Guidelines for the documents in the file

• Use structured content.
• When using multiple documents in the zip file, make sure that the data is clean. Doing so helps the assistant provide more accurate responses.
  Avoid the following:
  • The same content is present in multiple places
  • Different definitions of the same concept
  • Incorrect information
  • Information about similar products in the same document
• Remove images from the documents.

Convert documents to the correct format

If your document is not in one of the supported formats, copy or save the content to a document in the supported format.

Example: If the content is in a Word document, save the document as a pdf file. If the content is on an internal web page, copy the content to a Word document and save the document as a pdf file.

Create the zip file

The following steps show how to add the documents to a zip file in Windows. The process to create the zip file might be different for other operating systems or for different versions of Windows.

Refer to the guidelines before you create the zip file.

1. Identify the documents that you want to add to the zip file.
2. Move them to a single folder.
3. Right-click the documents.
4. Choose the inbuilt zip file application on your device and add the documents to a zip file.

   

5. (Optional) Rename the zip file.

Use a link to your website

Use the link to the website that contains the content source. Example: You can use links to your product documentation or your FAQ section. The assistant uses the content from the link and all its pages to answer end user queries.

Guidelines for the website link

• Use only HTML website formats.
• If your website uses JavaScript code or APIs to display content, the content might not be uploaded.
• If you use links to social media sites, such as Facebook and Twitter, the content might not be uploaded.
• The assistant uses content only from the link and its pages. It does not use content from other parts of your website.
  Example:
  If you add https://www.infobip.com/docs/experiences, the assistant does not use the content from https://www.infobip.com/docs/moments.
• Use the top-level link that contains the relevant content.
  Example: You want to the assistant to use documentation for the Experiences product.
  If you add https://www.infobip.com/docs, the assistant uses the documentation for all Infobip products. In this case, the assistant might not generate an accurate response.
  If you add https://www.infobip.com/docs/experiences, the assistant uses the documentation for the Experiences product.
• The content scraping stops when one of the following limits is reached.
  • A maximum of 7 MB of content is scraped.
  • Content is scraped for 2 minutes.

Guidelines for the website content

Avoid the following:

• The same content is present in multiple places
• Different definitions of the same concept
• Incorrect information
• Information about similar products in the same document

Create an assistant

Follow these steps to create an assistant. Use Back and Next to move to a different section.

1. Log on to your Infobip account.
2. In the menu on the left, select Experiences.

   

3. Select Get started.

   

4. In the First task section, upload documentation that the assistant can use to answer end users' questions about your company, products, or services.
   
   Select one of the following options. The assistant can access only the documents that you upload to this section.

• Paste website link: Enter the link to your website.

  

• Upload zipped file: Upload the file.

  

5. Select Next. You can view the progress of the content upload. You also have the option to stop the upload.

   

   After the content is uploaded, it is used to train the assistant.

   

   You get a notification that the content has been uploaded.

   

6. In the Assistant section, add the purpose of the assistant. The purpose helps align the assistant with your brand's objectives.
   
   Complete the sentence You should be a helpful assistant for. You can do one of the following:

• Select a predefined purpose, which is applicable to your business, from the list.
• To enter a customized purpose, select Other. Specify the business domain and describe what the end user can expect from the assistant.
  Example:
  e-commerce web shop.
  e-commerce business, specialized in selling gym equipment.
  healthcare clinic, specialized in adult primary care, lab testing, cardiology, and heart disease.
  answering end user questions about assembling products and instructions for do-it-yourself products.
  informing users on working and delivery hours and frequently asked questions for not-for-profit organization.

  

7. (Optional) To view an example of the assistant's responses, select Generate example message.
   If you modify the purpose, select regenerate example message to reflect the updated purpose.

   

8. In the Personality section, do the following:

• Set the communication style for the assistant's responses. Example: respectful, professional, informative.
  • Make sure that the tone is consistent with your brand identity.
  • You can specify multiple options.
  • Make sure that the options do not contradict one another. Example: Do not specify both formal and casual.

    

• Specify the length of the assistant's responses. Choose one of the following:
  • Short
  • Medium
  • Long

  You can view examples of each length setting to identify the required length. To view the example, select a message length and select Regenerate example message.

  

   

8. Select Next.
9. Select Preview assistant to test the assistant and start your free trial of Experiences.

   

10. Test the assistant to see how it works and identify any changes that you might need to make. Ask questions that you expect an end user to ask. Check whether the assistant's responses are what you expect and what the messages look like.

    

    

11. Select Next.

The assistant is now created.

Next steps

1. (Optional) Configure additional settings or modify existing settings.
2. (Optional) Add more tasks if required.
3. (Optional) Simulate the assistant in Experiences to identify any changes that you might need to make.
4. Activate the assistant.
5. (Optional) Test the assistant on your device to identify any changes that you might need to make.
6. Launch the assistant for end users.
7. (Optional) View analytics for the assistant.