Unstructured FAQ IVA guideline

Definition: FAQs stand for frequently asked questions. Adding general FAQs to your bot is a great way to ensure that users receive answers to most of their basic questions alongside the more detailed user journeys that you have built.

Examples:

Considerations:

• Download the FAQ guideline linked here to add and structure all your FAQs.
• Always have follow-up QR options. Your user should have a way to move forward in the conversation.
• Ensure that the content is adapted for a chat. If required convert lengthy text into lists, interactive carousels, images, or even link a video if needed.
• Ensure that all your steps have been sufficiently trained so that your bot can answer correctly. You can go through the user message guidelines here.
• To upload a large number of FAQs at once, you may use the bulk upload feature. However, make sure that all good conversation designer practices like follow-ups are implemented within your content.
• Ensure that follow-up feedback doesn’t jump in too early and obscure your follow up QRs. Remember: QRs aren’t persistent.
• Sanitise all data - Create separate intents out of user queries
• Make sure that your answer is generic. Don’t have any ultra-specific introductions like “Yes that’s a lovely question” before your answer begins.

Other important considerations

1. Reuse
   Example 1: If your bot is a bot for logged-in users - Can you reuse information from the signed-in profile to avoid repetition? Example 2: If your user has previously mentioned their name, can you reuse it elsewhere?

2. Give directional cues to the user
   Does your user always have a backup option to come back to the menu if they get lost during the journey?

3. Handle free form queries
   Has your bot been trained to handle free-form questions related to the main use cases?
   Example: For an Insurance Product recommendation bot, do you provide basic information about the product in freeform like “Will I get free training”