What the chatbot knows

It reads your knowledge base, and only the public part of it. Chatbotten læser kun fra offentlige vidensbaseartikler. Markér artikler som offentlige i vidensbasen for at inkludere dem.

That is the whole training step. There is no separate model to teach and no list of question-and-answer pairs to maintain — fix the article and the bot's answer changes with it.

It cannot see your CRM. No customers, no deals, no invoices. A visitor cannot get it to reveal anything about anybody, because it has no access in the first place.

Shaping how it answers. Under AI-adfærd:

• Egne instruktioner (valgfrit) — Tilføjes chatbotens systemprompt. Brug dette til brand-tone eller domænespecifikke regler. For example: f.eks. Svar altid på formelt dansk. Nævn 30-dages pengene-tilbage-garanti, hvor det er relevant.
• Standardsprog — Sproget chatboten hilser og svarer på. Auto følger besøgendes enhedssprog. Choices are Auto (besøgendes enhed), Engelsk, Norsk, Svensk and Dansk.
• Reservebesked — Vises når AI'en er utilgængelig, eller lejeren løber tør for AI-kreditter.

When it should give up and fetch a human. Eskaleringsvilje: Hvor hurtigt botten overfører til et menneske i stedet for at svare. Tallet er vidensbasematch-scoren, som botten eskalerer under. Relevante matches ligger typisk på 0,35–0,55, så anbefalet 0,30 betyder, at botten svarer, når den finder noget som helst, og kun tilbyder menneske, når søgningen er tom. Hæv værdien for at eskalere tidligere ved svage matches.

In practice: if visitors complain the bot waffles instead of admitting it does not know, raise it. If it hands off things it could easily have answered, lower it — and check whether the article it needed is actually marked public.

"The chatbot gives wrong answers" is nearly always a knowledge-base problem, not a bot problem. Ask it the question yourself in Livetest, then look at whether an article really covers it, clearly, in public. See Write a knowledge base article.

It costs AI credits. When they run out, visitors get the Reservebesked rather than an error — so write one that gives them somewhere to go.