To better understand the difference between the articles in the Knowledge Base and the Ticket type instructions, we will use an analogy:

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Knowledge Base

Analogy: The Public Library

Think of a Knowledge Base as your publicly facing FAQ page. It’s designed to help customers quickly find answers to commonly asked questions by self-serving.

FAQs are typically on static webpages, providing answers to players so they don’t even need to reach out to support. Players use it to solve common issues independently, reducing the need for direct support interactions.

Chatform AI brings this ability within chat by using advanced lookup algorithms to find relevant answers to questions asked in natural language. (I will explain a bit more at the end on how this works.)

Type of content:

  • How-tos
  • Common questions
  • Answers on limits and policies

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Ticket Types Instructions

Analogy: Employee Handbook

This is where you provide standard procedures to your employees. It’s intended for internal use by support agents, similar to an employee handbook that’s only for staff.

The content and format include detailed, step-by-step instructions on how agents should handle various support scenarios. This is akin to specific procedures and guidelines in an employee handbook that guide staff behavior and actions.

Chatform AI uses this format to guide the AI agent on how to handle support tickets, allowing it to follow your desired procedures.

Type of content:

  • Step-by-step guidance for agents on how to handle a ticket
  • Actions to take to perform support
  • How to handle the ticket internally
  • What tone and style to use when crafting a response

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How It All Comes Together

Chatform AI is your support agent employee. Providing it with standard procedures and step-by-step instructions on how to handle support tickets allows this superagent to resolve tickets exactly like your human agents and, over time, even better.

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The Superpower

When combining the Knowledge Base with the ticket instructions, you now have the ability to offer FAQ answers in a way that feels more personal to players. They don’t need to find a static webpage to get self-serve help; rather, they can access answers in a way that feels like a human support agent crafted the response specifically for them. And when their issue becomes more complex, such as “I’m having issues and I need assistance” rather than “How do I perform this action,” your superagent Chatform AI steps in, identifies the appropriate ticket type, follows the guidelines, and offers assistance.

Note: You do not provide Chatform AI instructions on how to respond to the players within the articles; this is strictly performed within ticket handling instructions.

If you notice Chatform AI not performing as desired. Feel free to reach out to support so we can troubleshoot and achieve your desired outcome.