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FAQ (Frequently Asked Questions)

The FAQ section acts as a lightweight knowledge base that enhances the chatbot's ability to provide quick, consistent, and accurate responses to frequently asked questions. It is designed to store common questions and their corresponding answers, either automatically from user conversations or manually by administrators.

How It Works​

  • When a user asks a question that has been asked before, the chatbot will reference the stored FAQ entries to respond instantly, without needing to generate a new answer.
  • In addition, administrators can pre-train the bot by adding their own curated question–answer pairs. This gives the bot a foundation to understand and respond to expected queries more effectively.

Key Benefits​

  • Improved response time: Users receive answers instantly for common or repetitive questions, improving the overall experience.

  • Operational efficiency: Reduces reliance on complex AI processing for predictable queries, saving computing resources and reducing latency.

  • Cost savings: By reducing the number of requests sent to expensive LLMs (like GPT), businesses can optimize usage and lower operational costs.

  • Custom training made easy: Teams can easily add domain-specific knowledge, support policies, or product details without needing advanced technical knowledge.

Important Considerations​

While the FAQ system is powerful, it must be managed carefully to ensure reliability and trustworthiness. We strongly recommend that each FAQ entry be:

  • Reviewed thoroughly for accuracy and completeness
  • Kept up-to-date with changing services, pricing, or policy information
  • Written clearly to avoid misunderstandings or vague answers

Poorly reviewed FAQ entries can mislead users, damage trust, or provide outdated or incorrect information.

Best Practices​

  • Regularly audit the FAQ list to ensure quality and relevance.
  • Prioritize adding high-volume or critical questions based on user behavior and conversation logs.