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FAQs

Traditionally, FAQs serve as a self-service tool, providing users with access to answers for common questions or issues. In Cognitive Solutions, we use this structure as input for the agent, which always takes FAQs into account when generating responses. This approach not only provides a straightforward way to upload information but also reduces the time required for the agent to deliver accurate answers to users.

FAQs Configuration​

  • Enable the feature: First, make the feature available in your agent by going to its editing page and turning on the corresponding switch in the Features section.

  • Access FAQs: Next, go to Tools > FAQs and select your agent’s FAQs by clicking View.

  • Manage FAQs: Finally, manage your agent’s FAQs. Create, edit, or delete them directly from this view.

Example for FAQ​

Question: How do I reset my password? Answer: To reset your password, go to the login page, click on “Forgot Password,” and follow the instructions sent to your registered email.

Fixed Responses

Fixed responses define topics for which the agent must return a predefined answer rather than generating a free-form reply. This ensures consistent responses for sensitive topics or any context requiring a generic answer. The agent automatically uses the fixed response whenever a user’s question matches the specified context.

Fixed Responses Configuration​

  • Enable the feature: First, make the feature available in your agent by going to its editing page and turning on the corresponding switch in the Features section.

  • Access Fixed Responses: Next, go to Tools > Fixed Responses and select your agent’s fixed responses by clicking View.

  • Manage Fixed Responses: Finally, manage your agent’s Fixed Responses. Create, edit, or delete them directly from this view. Be sure to include a descriptive topic so it is clear to the agent what the information you’re providing refers to.

Example for Fixed Responses​

Question: Can I get a refound for my product? Topic: Company Refund Policy Fixed Response: All refund requests must be submitted within 30 days of purchase and will be processed according to our official refund policy.

Lessons

Lessons are globally configured contexts that consist of three attributes: Name, Context, and Lesson. The agent has access to the information in a lesson only when a user’s query relates to its context. This approach helps narrow the amount of information the agent considers when generating responses, ensuring that unrelated questions are answered without including irrelevant lesson data.

Lessons Configuration​

  • Enable the feature: First, make the feature available in your agent by going to its editing page and turning on the corresponding switch in the Features section.

  • Access Fixed Responses: Next, go to Tools > Lessons and select your agent’s lessons by clicking View.

  • Manage Fixed Responses: Finally, manage your agent’s Lessons. Create, edit, or delete them directly from this view. Be sure to include a descriptive context so it is clear to the agent when the information you’re providing should be used.

Example for Lessons​

Name: Product Shipping Guide

Context: Shipping and delivery questions

Lesson: Our standard shipping time is 5–7 business days. Expedited shipping options are available at checkout, and international deliveries may take longer depending on the destination.

Example User Questions that Trigger this Lesson:​

  • “How long does delivery take?”

  • “Can I get expedited shipping?”

  • “When will my international order arrive?”

Example User Question that Does NOT Trigger this Lesson:​

  • “What is your return policy?”

  • “How do I reset my password?”

These unrelated questions fall outside the lesson’s context, so the agent ignores the lesson information and generates a response based on other relevant data.