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Writing content the bot understands

The bot responds well if your content is well written. You don't need to be a writer: you just need a few rules, always the same.

How it works

The bot divides your documents into blocks and responds by picking the right blocks. A well made paragraph, with a single topic and a clear title, becomes a perfect block: a question finds it and the answer is complete. A paragraph that mixes three topics becomes a confused block.

The rules

  1. One topic per paragraph. Opening hours in one paragraph, parking in another. Not together.
  2. Explicit titles. "Opening hours" works. "Useful information" does not: it doesn't say what is inside.
  3. No "see above" or "as mentioned before". Every paragraph must stand on its own: the bot might pick only that one.
  4. Repeat the subject. "The Brescia store opens at 9" is better than "opens at 9": out of context, who opens at 9?
  5. Clear numbers and written out where it counts. "Delivery costs 5 euros" is better than a figure inside a dense table.
  6. Avoid complex tables. A table with merged cells and footnotes is hard to read. Simple sentences or lists are better.

An example

Written poorly:

Info: 9-19 (Sat 9-13). See above for August. Parking: yes*

Written well:

Opening hours: the store is open from Monday to Friday from 9 to 19, and Saturday from 9 to 13. In August the store is closed from the 10th to the 20th. Parking: there is a free parking lot reserved for customers, behind the store.

What you need to do

When you prepare a new document, or edit an existing one, rewrite it following the rules above. Then verify with a few test questions.

Limits

  • Even perfect content doesn't cover questions about things you haven't written: gaps are discovered through training.

From the app

You can write short FAQ directly from the app, following the same rules.