The new menu went live on Monday and you uploaded the PDF that same morning. On Thursday a customer asked about the new set lunch, and your assistant said it did not know.
The file was there the whole time. It had not been trained, so your assistant could not read a word of it.
Uploading a document and training it are two separate steps in Knowledge Hub. This article covers both, and how to check that it worked.
Before you start
You are signed in as an admin. Knowledge Hub is not available to support agents.
Your file is a PDF, TXT or DOCX, and under 5MB.
The document says what you want the assistant to say. It will answer from this.
Upload a document
Go to AI Management, then Knowledge Hub.
Select Upload Document.
Select Choose File and pick your file.
Add a Description if you want one. It is optional, and it is what you will search on later when there are thirty documents in the list.
Select Upload.
The document now appears in the list with a status of Not Trained. Your assistant cannot use it yet.
Train it
Training is what hands the document to your assistant.
Find the document in the list.
Open the menu at the end of its row and select Train.
The status changes to Training… while it works. You can leave the page.
Check that it worked
Two columns tell you where a document stands.
Status reads Trained when your assistant can use the document, and Not Trained when it cannot.
Last Trained At shows when it was last taught. A document that has never been trained reads Never.
If you change a document, upload the new version and train it again. Last Trained At is how you tell at a glance whether the assistant is working from this month's prices or last month's.
Pro AI Tip
Once the status reads Trained, open the playground panel in AI Management and ask the question your customer would ask. You find out whether the document answers it properly while nobody is waiting, rather than at 9pm on a Friday.
Take a document out of use
When a promotion ends or a menu is replaced, you have two options, and the reversible one comes first. The row menu shows Train for a document your assistant is not using, and Untrain for one it is.
Untrain takes the document away from your assistant and leaves the file in the list. Train it again whenever you want it back. This is the right choice for anything seasonal.
Delete removes the document from HeyBirdy altogether.
Caution
Use Untrain when you are not certain. Deleting a document cannot be undone, and you will need the original file again to put it back.
What you are building here is the difference between an assistant that knows your business and one that knows nothing in particular. Every trained document is one more question your team stops answering by hand.
Related
Set up Instant Answers for short questions and answers, which suit opening hours and house rules better than a document does.
Respond to a chat alert from your AI assistant to handle the questions your documents do not cover yet.
Reply faster with Smart Compose when you are answering one of those yourself.