How do I train the AI with my business FAQs and responses?
The best way to improve AI responses in CitaFlow is to add real business context to the knowledge base. You can do this by writing entries or recording audio.
What kind of information to add
Include the questions and scenarios your customers ask about most often, for example:
- Whether you accept walk-ins
- What happens if someone arrives late
- Whether they can arrive earlier than scheduled
- How to cancel or change an appointment
- What each service includes
- Your business policies
The more specific the information, the better the AI can respond.
How to add content
- Go to Chatbot.
- Open Knowledge Base.
- Click Add entry.
- Choose whether to write or record audio.
You can speak naturally, as if you were explaining it to a person. There is no need for technical wording.
Can I upload one long audio?
Yes. You can record one audio covering multiple situations. In general, the system can process it, but for better organization, it is often helpful to split entries by topic when possible.
For example:
- One audio about late arrivals
- Another about cancellations
- Another about service-related questions
When to update the knowledge base
You do not need to do everything on day one. In fact, the most effective approach is to build it over time:
- When you notice new recurring questions
- When you see a response that could be improved
- When one of your business policies changes
What should not be treated as a bug
If the AI does not respond the way you want in a very specific scenario, that is not always a system error. Often it simply means the AI is missing business context. In those cases, add that scenario to the knowledge base along with the response you want it to give.
Practical tip
Think of the knowledge base as your internal customer-service playbook. The closer it matches the real conversations you have with customers, the better the automation will perform.