Gainsight CC: Accelerate Engagement with AI Answers (Open Beta)

Could you please share what the tooltip definition of Conversation Rate is in the Search Analytics Dashboard? 

Are the AI search results only from data posted in the Community? Or would it also include our knowledge base as we have it set up for federated search via app integration?

Thank you! We’re excited for this feature! Some initial questions that came up:

How are Search Queries Without Results determined? Some terms in our list are accurate, while others (at least in our testing) do produce results. Are terms (and whether they produce results) role-dependent? 

Also: this seems to be the case from our testing, but I want to confirm that if we still have Search Summaries for All Users toggled off, the new AI Answers will not appear for them yet and only display for admins?

Is there an option to enable AI Answers if we don’t use Smart Assistant or Moderation AI yet? I only have an AI (not AI & Automation) settings page in Control and don’t see the new feature listed.

We’re missing that option in Control as well, although we use Moderation AI. We don’t have the option AI & Automation.

We also do not have the AI & Automation option.

Hey ​@ryanne.perry,

AI Answers will use both Community and Federated content to provide it’s answers and sources.

Cheers,

Graeme

Hey ​@atwhite,

Searches without results can have two reasons. Either your users are searching for content you don’t have, or they can’t find it. Search terms and the data you see are not role dependant, and I would be happy for you to DM or email me the search terms that seem inaccurate to give some further clarity on them.

If you where using the Smart Assistant prior to the release of AI Answers your settings will be retained so All Users toggle should remain off.

Cheers,

Graeme

Hey ​@Jef Vanlaer,

AI Answers has replaced the Smart Assistant, rebuilt, redesigned and rebranded. So yes, you can use AI Answers without Smart Assistant, and as our AI Moderation Agent is a different feature this is also not tied to AI Answers. You enable AI Answers by navigating to /settings/ai in the Control and scroll down to the AI Answers toggle and enabled it by toggling it on.

I have corrected a typo stating the tab name, it was initially stated as Customer Communities Control > AI when it should have been Customer Communities Control > AI. Sorry for any confusion here.

Cheers,

Graeme

Hey ​@JeppePeppe & ​@alan.edwards,

I have checked both of your communities and AI Answers looks to be now enabled. You can now check this by navigating to /settings/ai in the Control and scroll down to the AI Answers toggle and enabled it by toggling it on.

If you continue have any problems here or can't find this tab please shoot me a DM and I can help you further.

I have corrected a typo stating the tab name, it was initially stated as Customer Communities Control > AI when it should have been Customer Communities Control > AI. Sorry for any confusion here.

Cheers,

Graeme

Hey ​@JeppePeppe & ​@alan.edwards,

 

I have checked both of your communities and AI Answers looks to be now enabled. You can now check this by navigating to /settings/ai in the Control and scroll down to the AI Answers toggle and enabled it by toggling it on.

 

If you continue have any problems here or can't find this tab please shoot me a DM and I can help you further.

 

 

 

 

Cheers,

 

Graeme

Thank you for your response the feature appeared yesterday as an option to enable.

Hey ​@alan.edwards,

No worries, that was likely just a little delay in the feature reaching you as the feature was enabled across the platform, but I am glad that everything is now set up, if you have any questions or feedback I would be happy to talk more on this.

Cheers,

Graeme

​@Graeme Rycyk will the search analytics be integrated into the data available via the PowerBi connector?

Hello ​@Graeme Rycyk ,

I have had reports of the answers giving inaccurate information, and providing links that are not on our community and do not resolve e.g. https://support.oleeo.com/hc/en-us/articles/360019441580-Managing-Applications (we do not use any non-community sites for knowledge articles).

I believe that it will only use the content within my site,  so it reliant on good content, but it making mistakes.

How would like me to provide further examples?

Alan

Hey ​@jvdc,

I will double check here, but the data for Search Analytics is stored in our Data Lake, so I would expect the PowerBi connector connects to our Data Lake but I will sync with our Data team first and loop back here with the answer.

Cheers,

Graeme

Hey ​@alan.edwards,

I will look into this, what was the search query, that would be helpful, other examples along with their query would also help but just the query from the search that used this like: “https://support.oleeo.com/hc/en-us/articles/360019441580-Managing-Applications” would be enough to debug this further.

Cheers,

Graeme

​@kcronin thank you for this post about AI answers. I noticed that you included some references to configurations in your instructions, but I am not sure where to find those. 

In this section of the post: 

Enable AI Answers

1. Go to Customer Communities Control > AI > AI Answers
2. Toggle Enable AI Answers (Beta)
3. Configure your data sources for AI search
4. Customize response settings and source citations

I don’t see any options for numbers 3 & 4. Could you tell me where I can find settings for AI data sources or to customize AI response settings? 

Hey ​@judahs,

I just checked and AI Answers is already enabled as it looks like your community had previously been using the old versions, called Smart Assistant. You can find these settings here: https://www.{your-community}.insided.com/settings/ai

So looks like a handful of communities still have slightly different copy for the AI Answers settings, but don’t worry, this is temporary, and is due to previously used the Smart Assistant, these settings will be updated in the next couple of days, see image 1 and image 2 below. Sorry for any confusion here.

Image 1

Image 2

Cheers,

Graeme

Thanks for that answer ​@Graeme Rycyk, and no worries. You’re correct, we were already using Search Summary, and I enabled AI Answers earlier today after finding this post. So, if I understand correctly, AI answers will replace AI Summary, and we will see that reflected in control in the next few days? 

I was also looking for these configuration options that were mentioned specifically in the post: 

• Configure your data sources for AI search
• Customize response settings and source citations

Will those options also become available at that time? They are not currently visible in Settings > AI. 

Hey again ​@judahs,

These will likely come at a later date, and to make sure there is no confusion I have fixed that copy from the original post. But I am glad you are all set up and would be happy to talk about your experience of AI Answers or Search Analytics 1-1 in the near future. Have a great rest of your week.

Cheers,

Graeme

Got it, ​@Graeme Rycyk ! Thank you for that clarification, the instructions match my experience now! 🎉