Category
Sarrai AI
How Sarrai answers questions herself, when she brings in a human, and how she learns through the expert channel and the approval inbox.
Articles 8 articles
Getting started with our AI features
Learn more about getting started with Sarrai's AI features
How Sarrai works from question to answer
A conversation with Sarrai always follows the same steps. We explain in detail what workflow is used when handling conversations with Sarrai AI.
When does Sarrai transfer a conversation over to a human?
Sarrai hands the conversation over to a human when it is not sure of its answer or when the customer's tone calls for it.
Answering a question from Sarrai in the expert channel
Open the Expert channel, pick up an open question and give your answer. Sarrai uses it to help the customer further. Respond quickly, otherwise she hands off to the support inbox.
Personal and shared expert channels
Learn the difference between your personal expert channel and shared expert channels.
Creating and managing an expert channel
Learn how to create and manage the expert channels available in your Workspace
Approving, editing or rejecting a proposal from the approval inbox
Open the Approval inbox, pick a proposal under Open, and approve it, reject it, or edit it first. Approved proposals become articles that Sarrai can then use herself
Understanding the proposal types and the matching score
A proposal is either a new article (from an expert question or an unanswered question) or a revision of existing content. The Sarrai signal and the match score show how much confidence Sarrai has in the proposal.
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