AI Answers in Customer Communities

Hello ​@mdfahd thanks for sharing the release of this feature! I was curious in seeing if this would come at any additional cost if I were to enable this feature for our live instance? Thanks in advance!

Hello ​@Edwinm,

Thank you for reaching out to us with your query. Tagging PM for better insights into this. ​@Graeme Rycyk FYI

Hello ​@Edwinm,

Thanks for the question on this, AI Answers does not come with any additional charge for the use of this feature.

Cheers,

Graeme

I have found some of the phrases via phrases tool, but not all of them. How to change these texts in Finnish:

Hey ​@revote,

The AI Answers phrases mentioned will be able before we reach GA, but they are not yet available to be changed, so my apologises there. Regarding the feedback, this is also not yet available but we will be adding AI Answers analytics (no firm time frame yet) and this will data such feedback on the summaries, CTR of sources from summaries and other information. I would love to hear any ideas on what you would like to see from an analytics pod or if any other feedback on the AI Answers feature more generally.

Kind regards,

Graeme

Hey ​@Graeme Rycyk I was discussing this with ​@olimarrio yesterday, I think these analytics would be good:

• AI answers/summary reads (button clicked):  GS recently released some search analytics, with “click-through” rates  but with AI Answers/Summaries getting better users will start relying more on the summaries and click nothing. Classical search analytics would use click-through as a way to measure a search success but, today, no clicks on search results doesn’t mean the user did not find what they were looking for… they maybe found everything they need in the AI Summary.
• Referenced sources: The different source items and how frequently they were used for AI Summaries.
• Type of referenced sources: Community content, federated search, KB
• Searched terms with referenced sources: they searched terms with the selected sources to build the summaries 
• Votes: I feel like these votes are a bit hidden and probably not clicked much. Also what is the intention behind it? To rate the accuracy of the AI’s work or if they found what they were looking for? 
• Confidence level: I assume the AI will try as much as possible to share a summary, using anything it can, but depending on how much resources is available the confidence and quality level will be different… Could the AI share with the user the confidence level of the information shared?

Hello all, 
Where can I find more information on what powers the AI answers? Thank you.

Hi ​@beatriz.winn,

I would be happy to answer any specific questions you have, what else would you like to know?

Cheers,

Graeme

​@Graeme Rycyk I just came here to say that we just became aware of and enabled this feature yesterday and I am very impressed!  This is going to be a game changer in helping our customers find the help and updates they need.  To give you an example, we just had a situation today where our customers were posting about a known issue with one of our vendor/partners.  Multiple threads were started, which I consolidated into one curated discussion and provided an official update. I tested the search and the AI Answers feature immediately identified the newest discussion, featured the curated thread and provided a truly excellent summary of the update.  We also have our help site integrated in the community search, and the AI also does a great job summarizing content from our documentation and combines it with discussions it finds in the community.  This is the best new feature I have seen since working with Gainsight CC over the last year and a half.  I would only suggest one small tweak, which would be to make it easier to identify which links are sourced from community discussions and which come from documentation. Overall, AMAZING enhancement!!! cc: ​@elliot_hullverson ​@jennyweigle 

In one test, we found that AI Answers pulls information from reported content, uses it as part of its answer and also links to the source (which can only be opened by administration). Can you please have a look at that?