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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 assistant, 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 assistant to deliver accurate answers to users.

FAQs Configuration​

  • Enable the feature: First, make the feature available in your assistant 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 assistant’s FAQs by clicking View.

  • Manage FAQs: Finally, manage your assistant’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 assistant 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 assistant 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 assistant 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 assistant’s fixed responses by clicking View.

  • Manage Fixed Responses: Finally, manage your assistant’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 assistant 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 assistant 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 assistant 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 assistant 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 assistant’s lessons by clicking View.

  • Manage Fixed Responses: Finally, manage your assistant’s Lessons. Create, edit, or delete them directly from this view. Be sure to include a descriptive context so it is clear to the assistant 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 assistant ignores the lesson information and generates a response based on other relevant data.