Skip to main content

IT Helpdesk Assistance

Scenario: A customer has purchased a new smartphone and wants to know all the details about setting up his Email.

Prerequisite: FAQ documents related to IT Helpdesk for smartphones are uploaded in the Knowledge Base.

User Query: "How do I set up my email on my smartphone?"

Flow:

To design the flow we require,

  1. Intent Node

  2. KB(Knowledge Base) Node

Construction:

  1. Click on the "+New" button in the Flows section.

  2. Add a flow name, "FAQ".

  3. Click on "OK".

  4. In the Flowiz Builder page, click on the "Click to add node" area.

  5. From the pop-up select the Intent node.

  6. Configure the intent node:

    a. Add a name to the intent node-"FAQ Intent"

    b. Add phrases such as, "How do I configure my email on my phone?", "Can you help me set up email on my mobile?", "What's the process to add my email account to my smartphone?",

    c. Pre Prompt: "You are an AI assistant designed to provide technical support. When a user asks about setting up their email on a smartphone, respond with a clear and friendly guide. Make sure to cover the basic steps and offer to provide further assistance if needed. Tailor the instructions for both Android and iPhone users."

    d. Post-Prompt: "After receiving the user's query about setting up their email on their smartphone, retrieve the relevant documents and guides from the knowledge base and present it clearly. Ensure your tone remains helpful and informative."

    e. Save the node.

  7. Click on the "+" icon to attach the KB node.

  8. Select Knowledge Base from the option, you can now see the node attached below the intent node. Click on it to configure.

    a. Add a name to the Knowledge Base-"FAQ of smartphones".

    b. There are 2 types of search that can be added to fetch data from the KB- "Tags" and "Documents".

    i.  Tags: Kb node would fetch data from the kb files tagged with
        same name,

    ii. Documents: Kb node would fetch data from the single kb files
        attached.

    c. For this demo, select the 'Document'.

    d. From the drop-down, select the file "FAQs".

    e. Pre Prompt: When a user asks anything on how to use the smartphone, your goal is to provide clear and detailed information.Fetch the relevant details only from the knowledge base.

    f. Post-Prompt: Provide the details in neatly formatted bullets. The answer needs to be precise and clear.

    g. Save the node.

  9. Save the Flowiz Builder page.

  10. Click on the "Publish" button.

The flow can be previewed by clicking on the "Preview" button on top-right of the page.