1. Uses uploaded KB (Knowledge Base) articles to answer technician queries
   
2. Automatically handles common and repetitive questions
   
3. Reduces response time during live sessions
   
4. Allows technicians to focus on complex troubleshooting tasks
   

Answer Bot Configuration  

To configure Answer Bot 

1. Navigate to Settings. Under the Zia Smart Assistance section, click Answer Bot.
   
2. Click Explore Zia Answer Bot.
   
3. Read the Terms of Use and click Agree & Continue.
   
4. Click the Configure icon.
   
5. Define the following fields under the bot configuration window,
1. Bot Title: The display name shown to technicians.
   
2. Bot Description: A short summary on the bot’s role.
   
3. Welcome Message: The greeting shown when the bot launches.
   
4. Fallback Message: The message triggered when no relevant answer is found.
   
6. Click Save.
   

Note: If no customizations are made, default values will be used.

Uploading and Indexing Articles for Answer Bot  

Note:

To improve response efficiency and accuracy, you should maintain a sufficient number of Knowledge Base resources (FAQs and articles). A strong resource base helps improve the bot’s resolution rate and reduces technician workload.

Currently, Answer Bot supports English language only.

Answer Bot supports .doc, .docx, .pdf, and .txt file formats, with a maximum file size limit of 10 MB per file.

To upload articles

1. Click Upload Articles.
   
2. Select the file you want to upload.
   
3. After uploading, wait for the status to indicate that training is complete.
   
4. If any uploaded document fails during training, click Train Now, as shown below, to retry indexing the article.
   

To index articles

After uploading and training the article, ensure to enable the  Indexing toggle to make the article available for Answer Bot. 

Note :  Only included articles are indexed and used during sessions. 

Add Tags

Use tags to organize and categorize articles for easier access and improved discoverability. Unused tags will be deleted automatically.

Edit and Delete

1. Edit Article Name: Click the edit icon next to the article name.
   
2. Delete Articles: Remove unwanted or outdated articles when required.
   

Activating Answer Bot  

Once configuration and article uploads are completed, you must activate Answer Bot for the department. Click Activate Now as shown below. Once activated, Answer Bot will be available to the primary technician during a active sessions created under the selected department.

Deactivating Answer Bot  

Previewing Answer Bot  

You can preview how Answer Bot will appear during live sessions by clicking Preview, as shown in the screenshot below.

Access during the session

Click Answer Bot from the top menu bar and start typing your question to get a response.

Note: Answer Bot is only accessible during a session if it has been activated for the department from which the session was initiated.