Cached answers in Await Cortex allow you to store answers to common questions for later so they can be easily served to users. They allow you to have more control over the answers that your chatbot provides to common questions.
Instructions
Go to the agent's tab and click on an agent you have created
Once inside your agent panel you will have 4 tabs to choose from - Configuration, Chat Interface, Analytics, Cached Answers, and Safeguards. Click “Cached Answers”.
Here you see all the answers that have been cached. Answers are cached after their associated questions have been asked 5 times. Cached answers can be edited by changing the text and source links. They can also be disapproved if you do not like the answer provided. Responses will be generated by AI as usual. See graphics below ⬇️
Generating Cached Answers
Cached answers can be generated in 4 ways…
Option 1: By the same answer being provided to a question 5 times
If a user asks the same question of your chatbot 5 times and gets a similar answer every time, the question and answer combo will automatically be added to the cached answer screen for approval. This will be indicated by a symbol in author column of a person outline:
Option 2: By auto-generating them based on your selected knowledge bases.
Cached answers can be auto-generated for approval by clicking the Auto button in the top right. The AI will generate possible Q/A pairs based on the knowledge bases you have selected for your agent. Essentially, the AI is generating possible questions users could ask the bot and attempting to give it’s best guess for the answers. It is best to go through these answers and make sure they are to your liking before approving them and caching them.
Option 3: By Manually Inputting Them
Answers can be cached by manually inputting a question you want to cache an answer for, and the cached answer. Users have to manually input the answer they want provided for a given question and can add links to be surfaced every time the answer is provided.
Option 4: By Uploading a CSV
The final way to create cached answers is by a CSV with a column full of answers you want to generate answers for. This method is perfect for brainstorming possible questions your users might ask in a different place and then uploading those questions, getting possible answers for them, and approving them that way. Think of it as the auto-generation method, but you must provide the questions.
Example CSV with questions:
Bulk Editing
Cached answers can also be bulk, approved, disapproved, deleted, and moved to pending by clicking the checkbox in the top left of the cached answers screen and selecting all, or individually selecting Q/A combos.
Cached answers are the perfect way to ensure the answers you provide users are always 100% accurate.