Knowledge base
Give Neo your prices, rules and answers as files, notes or from your website, and close the gaps in what she knows.
Neo answers from your own knowledge and never anyone else's. The more precisely she knows what you offer, what it costs and how you do things, the better her replies get. You find the knowledge base under Opsætning → Neo-opsætning ("Setup → Neo setup") on the Viden ("Knowledge") tab. Only an admin can see and change it.
Add knowledge
Click Tilføj ("Add") in the top right and choose:
- Upload filer ("Upload files"): PDF, DOCX, TXT or MD, at most 20 MB per file. You can also drag the files straight onto the page. When a file has been read, it says Klar ("Ready") next to it.
- Skriv en note ("Write a note"): give it a title (for example Delivery and shipping) and write prices, rules, terms or answers to what customers ask about.
- Hent fra hjemmeside ("Get from website"): see below.
At the top you see how much space you have used. If you run out, delete something or upgrade your plan.
Get it from your website
Choose Tilføj → Hent fra hjemmeside ("Add → Get from website") and type your domain, for example snedkeriet.dk.
The Neo page opens, and Neo reads the website. She suggests notes: opening hours, prices, delivery, returns and the like.
Tell her which ones to keep, and correct anything that is wrong. She only saves the ones you said yes to.
Find and edit
Above the list you can choose Alle ("All"), Filer ("Files"), Noter ("Notes") and Rettelser ("Corrections"), and search the knowledge base. Under ⋯ on each row you can preview, rename or delete.
Rettelser ("Corrections") are the ones you wrote when you clicked Forkert ("Wrong") on the Neo page. They live here so she looks them up next time.
Be specific. "Shipping to Norway costs 250 kr. and takes 5 til 7 working days" helps her more than "We also ship abroad".
Knowledge gaps
At the top of the Viden ("Knowledge") tab it says … ting venter på dig ("… things waiting for you"). Click Gennemgå ("Review") to see questions customers asked in the last 30 days that Neo could not find the answer to. Questions about the same thing are grouped into one topic.
For each topic you can:
- Skriv svaret ("Write the answer"): once. The answer is saved as a note in the knowledge base, so she can answer next time.
- Ignorér ("Ignore"): if the question is not something she needs to answer.
- Se henvendelser ("See inquiries"): the inquiries the question came from.
- Test i Neo ("Test in Neo"): try the question in Prøv Neo ("Try Neo").
Below that are unclear points: things customers said about you that Neo couldn't confirm. Bekræft ("Confirm") what is true, or Afvis ("Reject") it. The line Det Neo har lært ("What Neo has learned") shows the corrections she uses from emails and calls.
Try Neo
The Prøv Neo ("Try Neo") button at the top of the page opens a panel where you can write an inquiry (or pick one of the latest) and click Prøv hende af ("Try her out"). You see which category she picks, how sure she is, her draft and the knowledge she based it on. It costs no credits, nothing is sent, and autopilot is not affected.