Using a tiered uGPT approach for Ultimate Bots
In this article I'll dive into a way to use generative replies based on multiple data sources, while making sure your AI Agent uses your best sources first, before using secondary resources to fill in the gaps.
Zendesk's Advanced AI Agents can pull information from multiple sources. They can index your Help Center, your website, webshop or a myriad of other resources.
This gives you the benefit that, once indexed, your AI Agent can basically respond to any type of inquiry as long as you've written about the topic somewhere.
But not all resources are equal though. Where your Help Center focused mainly on how customers can do something, your website will mostly focus on why a customer should buy the product. And your webshop will focus on features of those products.
So imagine a customer asking about a password reset. Logically, the only place information related to that use case can be found is your Help Center, and the customer will get a generated response about their inquiry.
If a customer asks about the type of services you offer, your AI Agent will probably look at your website and give your customer a summary of your Our Services page. And a customer asking about the difference between your Pro and Base models will (hopefully) get good summary based on those product pages from the webshop.
My thanks to babelforce for sponsoring this month's Internal Note
But what happens if you have a webpage on your website, webshop and knowledge base about the same topic. Each has a focus, namely marketing and winning new customers, closing deals and selling items, and helping customers with your inquiries. When your customer contacts you via your AI Agent it'll be mainly for support reasons. So you kinda want your AI Agent to pull from the Help Center pages first, and only resort to those other context types when the knowledge base ends up empty..
There's another scenario where this kind of ranked sources might be useful. Customers who just start with AI Agents and Self Service might have a lot of low quality content from legacy solutions, internal resources, data sources from agents and so on. Getting all this data up to date is a major task and a core element of a good approach to Self Service. So you might want to focus on getting first a set of data up to date and pushing that data to customers first, and then, and only of that data is not useful to provide an answer, fall back to lower quality response sources. Those articles will then show up in reporting as part of knowledge gaps or content to improve, giving you good pointers on where to focus next.
