Generative FAQ

Generative FAQ in CCAI Insights shows you the questions that customers are asking your contact center and how these questions are being answered. This information can help you identify gaps in your FAQs, track trending questions, and improve customer service responses.

How to begin

To enable the Generative FAQ feature, follow these steps:

  1. Navigate to the CCAI Insights console.
  2. If prompted, sign in using your Google Account.
  3. Enter your project ID.
  4. From the navigation menu on the left, select Generative FAQ.
  5. Click Enable.
  6. Provide an optional filter to narrow down your dataset.
  7. Choose an optional Agent from Dialogflow for answer content generation.
  8. Click Start. This process can take as long as 24 hours.

After the generation process, the questions appear in a table on this screen.

After generation

The table shows aggregate metric information for each inquiry on conversations that have been ingested into CCAI Insights. Clicking on a customer inquiry row shows details and conversation samples with the related inquiry.

For users with an active Generative AI Agent setup, generated answers to these questions appear on the side panel. To update the Generative AI Agent knowledge base, see the Generative AI Agent documentation.

To export generative FAQ as a CSV file, click Download Spreadsheet. Use the exported generative FAQ to improve your knowledge base.

As CCAI Insights ingests new conversations, you can regenerate questions by clicking Regenerate.