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Let each business choose how the assistant answers questions its knowledge base doesn't cover

Ouverte
  • Quelque chose ne va pas ?
#335 0 commentaires 0 réactions 0 personnes assignées Voir sur GitHub

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Évaluation

Difficulté
5/5
Temps estimé
Plus d'une semaine
Accessibilité débutants
35/100
Type d'issue
Fonctionnalité
Clarté
Plutôt claire
Activité
Active
Stack technique
nextjs, typescript
Domaine
ai, backend

Piste de recherche

Start by locating the chat widget settings, the uncovered-question response flow, and the Knowledge coverage tab mentioned in the issue; inspect their existing tests and the related work in #330, #334, and #329. Trace how business settings and knowledge-base contact options are stored and used. Done means both selectable behaviors, the default, the listed edge cases, coverage-tab status, tests, and documentation are in place.

Rédigé par le modèle d'indexation à partir du texte de l'issue.

Description

enhancement

The problem today

When a customer asks something that none of the business's knowledge-base articles cover, the assistant currently answers from general knowledge. That keeps the chat from feeling like a dead end, but the answer can be wrong, and the business never agreed to that. In testing, the assistant confidently described steps for a feature that the business's articles never mentioned.

The opposite fix, always saying "I don't know," isn't great either: a flat non-answer frustrates customers. Different businesses will want different trade-offs, and a business is better placed to decide than we are.

What we're building

A setting for each business, in the chat widget settings, with two choices for questions your knowledge base doesn't cover:

  1. Answer from general knowledge (this stays the default, so nothing changes for anyone who doesn't touch it). Good for broad, low-risk topics.
  2. Say it doesn't know and offer ways to get help. The assistant tells the customer honestly that it doesn't have that information, and shows the contact options from the business's knowledge base (email, phone, support page) so the customer has a next step instead of a dead end.

The setting should explain the choice in plain words and show an example of each.

How it shows up elsewhere

The Knowledge coverage tab (already shipped in #337) should be updated as part of this issue to say which of the two is currently active, so an owner who sees "not covered" in the question tester knows what a customer would actually get.

Edge cases to decide

  • A question that partly matches an article. We should keep using the article, as today.
  • A greeting or thanks ("hi", "thank you") should always get a friendly reply, not "I don't know."
  • If the business has no contact details in its articles, the "say it doesn't know" mode should still end with a polite suggestion to contact the business directly.

Done when

  • Each business can pick either behavior, and the choice is remembered
  • The default behaves exactly as today
  • In "say it doesn't know" mode, an uncovered question gets an honest reply plus contact options when the knowledge base has them
  • Greetings and thanks are never refused
  • The coverage tab shows the active mode
  • Tests cover both modes, the default, and the edge cases above; the docs explain the setting

Related

  • #337 (the coverage tab, merged) and the contact card from #329 (merged). Nothing else blocks this issue, and it can be picked up on its own. Tracked in #333.
Langage dominant
TypeScript
Étoiles
16
Forks
2
Merge moyen
7 h 22 min
PR mergées (30 j)
150

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