Getting Accurate AI Answers in Voiceflow
Summary
TLDRThis video script offers a structured approach to enhancing AI assistant responses by refining data structuring. It highlights common issues like outdated information and inaccurate answers, then outlines four steps to improve AI performance: identifying key information types, selecting up-to-date and relevant data sources, ensuring proper data formatting, and adjusting knowledge base settings for optimal AI response accuracy. The guide is aimed at building a robust AI assistant capable of providing consistent and reliable answers to user queries.
Takeaways
- π οΈ Understanding how to structure your data is key to improving AI responses.
- π‘ The AI can give incorrect or outdated answers if it's pulling from the wrong data sources.
- π― Start by identifying the core topics users will ask about, like pricing, case studies, and support documentation.
- π Less is more: Focus on including fewer, higher-quality data sources in your knowledge base.
- π Properly format your documents before importing them to ensure the AI can interpret them correctly.
- π Use integrations like Zendesk to import up-to-date support documentation directly into your AI's knowledge base.
- π Utilize plain text and specific data sources for highly accurate information, such as pricing details.
- π€ Inject frequently asked questions (FAQs) manually into the knowledge base to ensure consistent and accurate responses.
- βοΈ Adjust settings like temperature, max tokens, and chunk limit to fine-tune the AI's response behavior.
- π§ Regularly test and refine your AI's responses to ensure the highest quality answers, starting with the most important information.
Q & A
What is the main issue with the AI answers discussed in the video?
-The main issue is that the AI answers are sometimes incorrect or not useful, even when the relevant information is available in the knowledge base.
What is the first step suggested in the video to improve AI answers?
-The first step is to understand the types of information needed and where to source them from, ensuring that the core questions people ask are covered with up-to-date information.
Why is it important to focus on pricing information when structuring data for an AI assistant?
-Pricing information is sensitive and often a key topic of inquiry for users. Ensuring it is accurate and up-to-date is crucial to avoid misinformation and maintain trust.
What is the significance of case studies and use cases in the context of the AI assistant's knowledge base?
-Case studies and use cases provide real-world examples of how the AI assistant's platform, in this case Voiceflow, can be used, helping users understand its capabilities and potential applications.
Why is support documentation considered a large bucket of information for the AI assistant?
-Support documentation is a large bucket because it contains a wealth of information that users frequently seek to understand how Voiceflow works and to resolve their issues.
What does the video suggest regarding the source of up-to-date case studies for the AI assistant?
-The video suggests manually selecting specific, recent, and relevant blog posts that highlight the latest features and successful use cases of Voiceflow.
How does the video recommend handling the integration of support documentation into the AI assistant?
-The video recommends using an integration, such as the one with Zendesk, to pull in support documents as text documents, ensuring they are formatted well and up-to-date.
What is the rationale behind starting with a few pieces of information when building an AI assistant for the first time?
-Starting with a few pieces of information allows for easier debugging and optimization of responses before scaling up to include more documents, preventing the AI from getting lost in a sea of information.
What is the importance of formatting documents appropriately when adding them to the AI's knowledge base?
-Proper formatting ensures that the information is organized in a way that the AI can understand and access effectively, leading to more accurate and relevant responses.
Why is it recommended to inject frequently asked questions (FAQs) into the AI's knowledge base?
-Injecting FAQs allows the AI to provide specific, high-quality answers to common and sensitive questions, ensuring that users receive the exact information they are seeking.
What are some of the knowledge base settings that can be tweaked to improve the AI's responses?
-Settings such as the AI model, temperature, max tokens, chunk limit, and system prompt can be adjusted to control the randomness, length, and focus of the AI's responses, as well as to maintain a balance between accuracy and token usage.
Outlines
π οΈ Structuring Data for Better AI Answers
The speaker addresses common issues with AI-generated answers, emphasizing that incorrect or outdated responses often stem from poor data structuring. The solution lies in reorganizing data effectively. The speaker promises to demonstrate how to improve AI responses in four steps. They also encourage viewers to subscribe for more content on building advanced AI agents in Voiceflow.
π Identifying Core Data Sources
The speaker discusses how to start improving AI responses by identifying key information categories, such as pricing, case studies, and support documentation. They stress the importance of up-to-date data, especially for pricing, which is crucial for accuracy. The speaker also explains the challenges of importing large amounts of content, noting that AI might struggle with outdated or irrelevant information. They suggest starting with a smaller number of core documents to ensure high-quality responses before adding more data.
π Formatting and Importing Data Sources
The speaker dives into the importance of properly formatting data for AI, especially when dealing with sensitive information like pricing. They demonstrate how uploading documents in formats like plain text or PDFs, rather than relying on web scrapers, can yield better results. The speaker also highlights the control gained from using structured data, which allows for accurate AI responses. They stress the need for adding high-quality, specific information to improve the AIβs understanding and response accuracy.
π€ Fine-Tuning AI Responses with FAQs and Settings
The speaker explains how to further refine AI responses by injecting frequently asked questions (FAQs) into the knowledge base. This helps the AI provide specific, accurate answers to common queries. They also go over the settings in Voiceflow that affect the AIβs behavior, such as temperature (controlling randomness), max tokens (limiting response length), and chunk limit (number of data chunks used to generate responses). The speaker emphasizes balancing these settings to improve accuracy and consistency in AI-generated answers.
Mindmap
Keywords
π‘AI Answers
π‘Data Structure
π‘Knowledge Base
π‘Voice Flow
π‘Data Sources
π‘Integration
π‘Pricing Information
π‘Support Documentation
π‘Frequently Asked Questions (FAQ)
π‘Chunk Limit
Highlights
Understanding how to structure data is key to improving AI responses.
Outdated data sources can lead to incorrect AI answers; ensuring up-to-date information is crucial.
Start by covering core topics like pricing, case studies, and support documentation for better AI performance.
Less data, but with higher quality and relevance, results in more accurate AI responses.
Manual curation of content, especially case studies and blog posts, is necessary for maintaining relevance and accuracy.
AI struggles with information in non-text formats like images; structured text is more effective.
Integrations with tools like Zendesk ensure that the most current support documentation is used.
Uploaded files or plain text provide the most control over the AI's knowledge base.
The importance of properly formatting sensitive data, like pricing, to avoid miscommunication.
Injecting frequently asked questions (FAQs) into the knowledge base can enhance response accuracy.
Modifying knowledge base settings, like chunk limit and temperature, can fine-tune AI responses.
Starting with a smaller set of documents allows for easier debugging and optimization.
Using a single, controlled source for sensitive information like pricing minimizes errors.
Manual overrides in the knowledge base can improve AI accuracy for specific, sensitive questions.
The system prompt setting allows you to define the AIβs persona and response style, further customizing its output.
Transcripts
you're noticing that your AI answers
just aren't good even though you've got
the information in your knowledge base
in fact sometimes they're just flat out
wrong now you don't need magic to fix
this the key actually lies in how you
structure your data so I'm going to show
you how to fix that in four easy steps
but before we do that YouTube says that
78% of the people who watch this video
aren't subscribed so if you want to know
how to build the most advanced AI agents
in voice flow hit subscribe below now
let's dive into what you're likely doing
wrong in a couple steps on how you can
start to fix it so here we've got our
voice assistant and I've gone ahead and
loaded in a ton of data sources from our
website to create our bot but if I go
ahead and ask it some simple questions
like how much does voice L cost it gives
me an answer but this answer is actually
wrong and if I really look into it it's
because it's coming from some outdated
blog post in January like 2 years ago if
I asked another question like what are
the steps in voice flow so you would
expect an answer like the button step
the text step all the steps you use to
design your flow or your assistant and
you can see here that it doesn't
actually answer that either it gives me
some something about user testing and
drafting the design this isn't what I'm
looking for now these answers aren't
good but there are a couple ways that I
can go ahead and improve them and
rethink about how I'm structuring the
data that's going to be informing this
assistant the first one is understanding
what types of information I want to have
and where I'm going to grab those from
now I want this to be a baller website
so users are going to come here they're
going to ask questions I'm going to
eventually capture their emails and try
to get demos and leads but the first
thing I want to do is I want to make
sure that I've got my core bases covered
of what people are going to ask so I
know that people are going to ask about
pricing this is a big one that I want to
make sure I have up toate information on
so let's go pricing the second one is
going to be about case studies and use
cases right I know that some of the
common questions people ask me are what
can vool do how much support can vool
automate what is the type of AI agent
that I can build on voice flow so I want
to add in some upto-date case
studies and maybe some relevant blog
posts about some of the most recent
features that we've released now the
third one is probably going to be the
biggest bucket which is actually going
to going to be our support documentation
a ton of users come to our vo website
and they ask questions about how vo
works now we want to make sure that
they've got a really good source
information to get this from so in that
case I'm going to write support docs now
for each of these buckets I want to make
sure that I've got upto-date information
that's being loaded into my assistant so
for my support documentation I'm
actually going to go ahead and grab
these specifically from zendesk I may
also add our developer documentation in
here this ensures that the information
that people are going to be asking about
is as up to date as our docs are so I'm
going to say import from
zendesk now upto-date case studies is
going to be a bit more manual I want to
understand and look through our blog and
figure out what are the specific types
of blog posts that I want to include in
our assistant to make sure that users
have the most up-to-dated information
one of the biggest hazards with
importing your whole website is that you
have a ton of content out there that is
out of date but the AI has no idea
what's out of date or what isn't and so
that's up to you to decide what goes
into there to kind of form the brain or
the base of their knowledge and the last
one here is pricing now pricing is super
sensitive right you don't want to give
out wrong prices you don't want to give
people R this information so I want to
be really careful and make sure that
I've got up toate information and that I
only have one document around pricing so
that I can go ahead and update it if the
pricing ever changes or that the
informational pricing I know is only
going to come from one unique source
that I have a lot of control my
recommendation here is that when you're
building your assistant for the first
time you start off with a few pieces of
information so in this case I'm going to
just start off with pricing and then I'm
going to move to the case studies and
it's for documentation when you start
off with the smaller number of documents
in your assistant it's easier to debug
and figure out how to get the optimal
responses before you go ahead and add
more documentation and you get lost in a
c of information now we're going to go
ahead and start adding the most
important piece of information first
which is pricing and now this goes into
the second rule which is to make sure
that your documents are formatted
appropriately and I'm going to show you
what that means so let's get rid of all
of this other information in our
knowledge space here so we can start
fresh great now I'm going to start off
with pricing so I want to add in
information from our pricing page this
is going to be the most upto-date source
of voice s information and so you can
see here on our pricing page we've got
our actual prices which is 50 bucks a
month for our Pro Plan 500 for our teams
plan and more for our Enterprise but the
first problem here is that this
information isn't actually organized
well for an AI to understand now for a
human it's easy because I can understand
that this is in a kind of form that
these icons mean something but a aren't
as good as doing that on top of that the
other thing is that the web scraper
inside of voice flow is actually built
for text documents so it's not going to
be able to recognize that on this web
page these UI elements actually indicate
different parts it's just going to
scrape all the text from this page and
jumble it together so if I go ahead and
try to add this page directly to the
knowledge base this isn't going to go
that well so let's add data source
URL and import this
so one way you can check is that when
you actually upload a document to the
knowledge base if you click on not the
URL but this white part here it'll open
up a side panel and you can see how
voice flow has chunk that information so
right off the bat you can see that I've
got a bunch of URLs here this doesn't
really make much sense I'm not seeing
any of the columns and that's because a
lot of the information on this page was
actually in images so they didn't get
scraped by the web scrier so by now try
to go and ask something like how much
does voice will cost it gives me an
answer but it's not actually what I want
right it says editors have the ability
to make changes voice has different
pricing plans check the website that's
not why I'm asking your assistant I want
the actual answer and if I check the
sources here it's grabbing it from the
pricing page but because that document
doesn't actually have any well properly
formatted information in it that the AI
can access it's not able to actually
answer it so because this is really
sensitive and I want to make sure this
is right this is where I can add a
different data source with more
information that's structured properly
so let's go ahead and get rid of this
and instead let's add a data source
that's bit different so in terms of the
order of control that you have so URLs
and site map have the leas control this
is using a web scraper to actually
scrape the page for text and then it
tries to put it into the best way it can
for formatting and uploads that to voice
flow an integration is pretty solid if
you're using zenes this is a great one
this is actually going to pull the
documents from zenes and because these
are text documents it's going to be
formatted well the next one are uploaded
file and pl Tex now this is how you're
going to get the most control out of
your assistant because when you upload a
PDF you know that the documents are
going to be structured properly but
really plain text is what I'm going to
go for here because this is going to
allow me to inject q&as or specific
pieces of information into my knowledge
base that I can then go and modify later
so what I'm going to do here now is I'm
actually going to paste in the
information I have about pricing now if
you have a document that's we better you
know I have just an example here but
ideally you have a document with a ton
of detail about these different PL plans
the prices any other information you
want users to know that can be fed to
the AI and so I'm just going to put in a
quick sample here but voice pricing is
as follows Pro Plan teams plan
Enterprise plan who's it for ETC so now
if I go ahead and import this you can
see that when this is done and I click
it that the information in the chunk is
actually great uh this is exactly what I
put in here I have a lot of control over
this and this is the thing with adding
text is that you can actually go ahead
and modify this afterwards but this is
pretty good and now I go ahead and start
asking it questions like how much is
voice flow it's going to be able to
answer with a much higher degree of
accuracy because it's pulling from that
main source so you can see here was able
to summarize all the different plans and
if I ask you something like I'm a new
agency with one person what plan should
I get it's going to be able to interpret
that and recommend a plan for the user
so $50 a month so you can see here even
though I don't have a lot of information
I just got one piece of information but
it's good high quality information my AI
model is able to understand that
interpret it and then respond that to
user questions in an efficient and
accurate manner so in the case of data
sources with AI less is more and more is
actually not that great you want to have
less higher quality sources to be able
to produce higher quality answers that
are just as robust as what you would
expect with the large dollar space so
you want to make sure you spend a lot of
time making sure that your most
sensitive information is formatted
correctly so now that we've got our
pricing data source in there let's work
through those other sources that we've
got over here in our diagram so we've
got our pricing now now let's added some
update case studies and then some
support documentation we're going to
import it from zendesk so if I head over
to the voice website I'm going to now go
to our blog and I'm going to manually
pick out the documents that I want to
upload because again it's going to be
important that I have a high level of
control so for here I'm going to add a
case study with Trilogy that automated
60% of their customer support with voice
flow this has got a ton of really good
information in it about how they use
voice flow how many their tickets they
actually automated and how they were
actually able to use AI to increase the
number of tickets they automated from 6
to 60% in just a few weeks so let's go
ahead and add that in and for this one
because we know what URL is going to
come from we're going to add in the
URL now let's grab two more let's test
this out now and ask something
like what can voice flow help me do and
you can see here that it says voice will
helps you automate customer support
provide accurate answer to customer
questions Etc can you give me some
examples of customers and how they used
voice great and it was able to actually
really pull from up to date so it says
Rome must start up in the flexible car
industry automated theirselves Trilogy
they saw 35% resolution from the first
week so it's giving us a lot of really
good in-depth information here now I
want to get the third piece which is all
of our support documentation so this one
I'm actually going to import from zenes
so we've got all our support
documentation in zendesk and this is
live up to date and there is a ton of it
that can really help our users so now
that we're know we're getting a base of
really good information we're going to
go ahead and add our support
documentation in here to really make
this a robust assistant so what I want
to do is rather than scraping the
website I'm actually going to use the
integration now Integrations are always
best right now we support zenes we're
going to be adding more in the future
but you can actually use knowledge based
API to upload documents as well so if
you have a Content system somewhere
that's going to be much more accurate to
be able to import it and I'll show you
why so I've authenticated and let's add
all our docs so we're going to add the
voal docs we're going to add English we
don't have any user segments that's fine
and we'll add our guides and our
documentation so this is going to add
136 data sources here so now you can see
that it's starting to add a ton of
information in here but because I adding
these in pieces as I'm testing it out I
have a really good sense that I know my
Base information is good and now it's
about to sendes ones so if I go ahead
and click on something you can see that
the chunks are actually pretty good so
if I go ahead and now ask it something
like what are all the steps in voice
flow this gives me a much better answer
than what I originally got this is a
great um answer and I'm pretty satisfied
now knowing that my voice assistant can
ask answer any question about voice flow
it can also answer case studies and
business information as well as a really
sensitive information about pricing now
we're going to get into Point number
three which is what you can start doing
after you've filled out the base of your
assistant which is to start injecting
frequently asked questions into your
knowledge base sometimes there are
questions you get that you want to give
a specific answer to and you want this
to be high quality similar to pricing
but it may be related to other services
refunds things like that that you know
are pretty sensitive pieces of
information that you want to have the
right answers to so let's say I've got a
question like does voice process refunds
so let's see what it says right now and
it says yes voo does process refunds
customer support a refund by emailing
support ato.com and if I check here it
looks like this is mentioned in some of
my help articles but let's say I wanted
to provide more information to this so
I'm going to inject an FAQ into the
database and the way it works is when
you actually ask a question to the voice
of knowledge base it's looking through
all of these different chunks and it's
returning what it thinks is the most
relevant so you saw in that last example
when I asked the question about refunds
it returned three chunks one of them had
a slight mention of refunds the other
ones didn't but I thought it might be
relevant so what I'm going to do is I'm
going to add a data source and I'm just
going to add plain text now we're going
to have an entire built out solution for
FAQs uh coming out in the near future so
if you're watching this a couple months
from releasee and we've got a whole new
section here about FAQ you canor this
but if you're not this is also a great
way to kind of add in or inject manual
overrides into your knowledge space so
I'm going to ask put a question here so
I'm going to say question or maybe Q is
does voice flow
offer
refunds does voice flow give out
refunds and now I'm just going to add in
my own answer voice FL only processes
refunds in specific
cases please reach out to support f.com
if you require a refund great so it's
import this in here and so now I've got
something a bit more specific so I now
ask again does voice flow offer refunds
you'll notice that now it says voice
only processes refunds in specific cases
please reach out to voice.com if you
require refund and if I look at the
chunks that's because the first one it's
Serv for saying that's the most
important is the Q&A that I added in
there because I added a piece of
information to the knowledge piece
that's highly relevant to this topic
area it's going to service this first
and it's most likely just going to use
the information from here and it'll look
at the other ones just to see if there's
anything that it might be related to so
you can see it gave my thing about
pricing here and it has this document
here about downgrading and can
canellation so this is how you can
inject an FAQ into your knowledge base
to have it have a higher degree of
answering accurately for that question
now we're getting into tip number four
which is really about modifying your
knowledge based settings so you've
gotten hints at how the knowledge base
works here about retrieving and
providing chunks and you find more
information into the details of how
Vector databases work in general in the
links Below in our YouTube channel but
let's go into some set settings that but
let's go into some settings that you can
tweak to try and get better or more
accurate
responses within your voice on knowledge
base you have these settings here these
are the global settings that are kind of
like the foundation of your assistant
now if you open these up there's a
couple different things so there's the
AI model so we've got a bunch here we're
adding way more in the future we've got
the temperature so this is going to
control the randomness of the answer
that the large language model provides
if you're okay with your answers being a
little bit more flexible you can
increase the temperature here if you
want them to be pretty standard you know
someone ask the same question three
times you want the same answer and the
same way you can reduce this down to be
very deterministic I'm okay I want to be
a bit deterministic so I'm going to have
it be
0.1 Max tokens are also important this
is the max output tokens so this is the
number of tokens that can be used to
generate a single response so if I have
this at 128 that's going to kind of snit
my answers at 128 but it'll also be a
bit shorter just to be safe I'm going to
increase this to maybe 200 just to make
sure that the AI has enough room to be
able to communicate an answer now the
last one here that's very important is
the chunk limit so if you remember when
we asked a question there are certain
sources that are passed back to the
knowledge base these chunks on the side
here this is going to dictate how many
chunks it should pass to the large
language model to determine an answer
from the more chunks you have the more
information the large langle has to work
with but the more chance that it might
actually mix up conflicting pieces of
information and give the user a wrong
answer so a large number of chunks works
really well when you have an knowledge
base that you know is really consistent
and high quality you're going to pass
information over and the large language
model is going to look at all eight of
these different chunks of information
and assemble an answer now the more
chunks you use the more tokens it's
going to cost you can imagine that 10
chunks is like 10 of these gigantic
pieces here being sent to the AI it's
going to use a lot of tokens may not
always be best on the other hand if you
use one chunk so you lower it
down the AI model will only have one
piece one chunk to to go from and so if
you have relative information in a
couple pieces it's not going to see that
you'll just see one but on the good side
here it's only seeing the most relevant
chunk so this is a good one if you want
to make sure that your answers are very
highly accurate you may have more cases
where an answer isn't found because the
answer wasn't necessarily in the first
chunk that was past but for the most
part you're going to have much more
accuracy on your answers and so that's
what this chunk limit is the default
here is three I like to keep it at three
or two it's a good balance between
accuracy and the number of tokens the
last thing here system prompt this is
pass the AI model as more of like a
general set of instructions so this is
great to enter a Persona and even things
like keep your answers brief or answer
the questions as detailed as possible
and provide a lot of information so
those are the four steps let's go ahead
and wrap this up and actually try out
some of those original queries on our
new and improved voice know face spot
how much is voice flow and you're going
to see that we've got answers that are
much more accurate and up to date what
are all the steps great and done now you
have a much better idea of how to use a
knowledge based in voice loow and how to
get better AI Answers by better
structuring your data that's it my name
is Daniel I'm the head of growth that
voice flow and if you have any other
questions feel free to hop into our
Discord leave question in the comments
or hit us up on any of our socials if
not we'll see you in Discord and on
voice flow and happy building
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