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Hand-written FAQ

This feature allows you to enter precise questions and answers to guide the assistant. Use it when you want the system to respond in a very specific way.

How it works

It is the most reliable knowledge source for glacom.AI. Instead of letting the system search for information in a document, you write the question-answer pair.

Example: if a customer asks "What are the opening hours on Saturday?", you write the question and the answer "We are open from 9:00 to 13:00". The assistant will use these exact words without interpretations.

It is the ideal tool for: - Delicate or legal topics. - Answers that must follow a specific tone. - Filling gaps discovered after the service is online, as explained in adding what is missing.

What you need to do

  1. Identify the most frequent questions or points where the assistant is imprecise.
  2. Write the question naturally, as a customer would.
  3. Write the answer in a clear, concise, and definitive way.
  4. Upload the FAQ pairs in the dedicated section of glacom.AI.

Tip

For better results, write short answers. If the information is too long, the assistant might summarize it and lose precision.

What glacom® does

The system gives absolute priority to these answers over any other source, such as the sito web or documents uploaded in rag. When the user asks a question similar to one of your FAQs, glacom® retrieves the answer written by you.

Limits

FAQs work for specific concepts. They cannot replace an entire technical manual or a catalog of thousands of products, for which it is better to use other knowledge sources.

Frequent problems

  • The assistant is not using the FAQ I wrote? → Check if the customer's question is similar to the one written; if it is too different, try adding a variant of the question.
  • Can I change an answer after go-live? → Yes, you can modify or add FAQs at any time to refine the service.
  • What happens if the FAQ contradicts the website? → glacom® follows the FAQ, because it is considered the most authoritative source.

From the app

You can view the uploaded FAQs and add new ones quickly.