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AI Chat Assistant (RAG)

AI Chat Assistant (RAG)

The AI Chat Assistant powered by Retrieval-Augmented Generation (RAG) allows users to ask questions and get instant AI-powered answers based on your help articles.

Overview

When enabled, the AI Chat Assistant:

  • Understands user questions in natural language
  • Searches your help articles for relevant content
  • Provides instant, contextual answers
  • Cites the articles used in the response

Enabling RAG

  1. Create or edit a collection
  2. Find the "AI Features" section
  3. Toggle "AI Chat Assistant" to enabled
  4. Save the collection

Requirements

  • Published Articles - Only published articles are indexed
  • Collection must be Live - Chat assistant only works on live collections
  • Quality Content - Well-written articles produce better answers

How It Works

  1. User asks a question in the help center chat
  2. System searches all published articles in the collection
  3. AI generates a response based on relevant content
  4. Response includes article citations for reference

Benefits

  • Instant Responses - No waiting for support team
  • 24/7 Availability - Help is always available
  • Consistent Answers - Based on your documentation
  • Scalable - Handles unlimited simultaneous users

Article Citations

Each AI response includes:

  • Citations - Links to the articles used
  • Confidence - How well the content answers the question
  • Relevance - Which parts of articles were used

Improving AI Responses

To get better answers:

  • Write comprehensive, well-structured articles
  • Use clear headings and subheadings
  • Include common questions and answers in FAQs
  • Keep content up-to-date
  • Cover common user scenarios thoroughly

Limitations

  • Answers are based on published articles only
  • Cannot access unpublished or draft content
  • May not handle very complex or multi-part questions
  • Users should still be able to browse articles directly

Best Practices

  • Publish comprehensive articles before enabling RAG
  • Include common user questions in your FAQ articles
  • Review AI responses periodically for quality
  • Update articles when you notice gaps in answers
  • Use RAG as a supplement to, not replacement for, browsing

Disabling RAG

  • Edit the collection
  • Toggle "AI Chat Assistant" to disabled
  • Save the collection
  • Chat assistant will no longer be available to users