Understanding "Product-Specific FAQs" on Commerce Plus
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Table of Contents
Users often have in-moment queries about specific products to help them finalize a purchase. When they cannot find relevant answers 'in the moment', they often delay, cancel, or substitute their purchase with a different product. This can result in lost revenue opportunities. While Businesses invest heavily in writing content that addresses such queries, users find it challenging to browse through large amounts of content, and always prefer a quick, pointed answer instead. This applies especially to ‘long tail’ queries that often lack coverage on websites or product pages.
In order to help businesses address these user queries automatically, Haptik has developed a feature called “Product-Specific FAQs”. With this feature, businesses can leverage information stored in their product catalog, or their knowledge databases, to automatically surface relevant answers to user queries about specific products, on the channel of their convenience, through Bots.
Prerequisites for enabling 'Product Specific FAQs'
- Configuration of a Commerce Plus Bot with the “Product Q&A” Skill.
- Integration of your Product Catalog with Haptik.
- Completed setup of your FAQ data feed as per our CSV template.
How does this feature work?
In order to use 'Product Specific FAQs', you can use this CSV template, in order to upload a repository of question and answer pairs associated with any product in the catalog. The content you add in this CSV will be used for training the bot.
At any point, when a user query triggers the Product Q&A intent regarding a product that is present in the chat context, the bot sequentially checks the following data sources for an answer:
- Information or specifications found in your Product Catalog
- Information found in your Product Reviews
- Information stored in your FAQ repository
If the answer is present in the form of product information or specifications in the catalog, the bot responds with that information to address the query. If the answer is not present in the catalog, the bot checks for this information within product reviews. If neither of 1 and 2 contains a suitable answer, the bot searches for an answer in your FAQ repository.
If the user query matches with an FAQ in your repository for the given Product, the bot will respond with the corresponding FAQ answer present in your repository.
You can also configure the Minimum Confidence Score Threshold which determines the minimum confidence level of the match between a user query and an FAQ. Here,
- The default confidence level is set at 0.5.
- Permitted values are between 0 and 1
- A higher threshold implies a stronger match but increases the chances that a similar (but not identical) FAQ is not matched.
The bot will only consider the result if it matches with a confidence score higher than the specified threshold. This gives rise to 3 possible scenarios:
- NO relevant answers: The bot uses a fallback message to indicate that it couldn’t find a relevant answer for the query,
- Only 1 relevant answer: The bot will display the answer for the FAQ as a text response.
- Multiple relevant answers: The bot will display the answer for the FAQ matched with the highest confidence score.
Setting up 'Product-Specific FAQs' Feature
In order to set up the 'Product-Specific FAQs' feature, you need to follow the following steps:
Step 1: Download Haptik's CSV Template.
Step 2: Next, you need to add your FAQs with corresponding answers and Product IDs into the template, as shown.
Step 3: Save this as a CSV file and upload the completed CSV template into a secure SFTP server as a CSV or XML file.
Step 4: You will then have to share access to the same by sharing the access credentials with your Haptik SPOC.
Step 5: Next, you need to ask your Haptik SPOC to activate the Product Specific FAQs module for your bot.