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No matter how smart our algorithm is, it needs a bit of your support/help to be amazing. Thankfully, all the best practices for AI-suggestions are aligned with the ones related to creating articles. Here are the most important ones to keep in mind: #1 Add search keywords The most important thing you must take care of is adding search keyword to your every article. The keywords are the initial learning base (except for the content itself) that helps the algorithm learn your articles, and suggest them afterward correctly.

AI-suggestions speeds up your chatting by displaying the most related articles based on the customer’s question. The suggestions are displayed within the Help Widget, thus you can easily insert the link of the suggested article, or preview it on the spot. How does AI-suggestions work? AI-suggestions use special Machine Learning algorithm that analyzes your entire knowledge base and, based on a customer’s question, displays the most relevant articles. What’s more, the algorithm improves itself each time you use a suggested article in the chat.

Easy access to your knowledge right in the LiveChat application can speed up your average response time. With Quick Replies, you can speed it up even more. Quick Replies are the one-click buttons that insert a fragment of a text or a public link to the article into the chat area or a ticket. How to insert a fragment of a text into the chat area?  To insert a fragment of an article into the chat or ticket, open your Knowledge Base Widget and go to any article view.