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The knowledge pack

Tell Texa AI how your business works, what it is not, what it may and may never promise, and when it must hand to a person.

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The knowledge pack is how your business works, in your words. Texa AI reads it in every conversation. Go to Texa AI → Knowledge → Knowledge pack.

Your business

  • Industry, and your Product or service.
  • How it works, in a few sentences: what you do, for whom, and how customers use it.
  • How you talk to customers: your style, such as “warm and brief; we call customers by their first name”.

The lists

Each list takes one item per line: type it and choose Add.

ListFor example
What you are notWe are not a bank; we do not give loans
What customers struggle withTransfers that take more than a day
Stages a customer goes throughSign-up, verification, first transfer
Out of scopeInvestment advice
What it may promiseA reply from the team within one working day
What it must never promiseA refund date
Always hand to a person whenThe customer mentions fraud

Words of your trade

Under Words of your trade, choose Add a term for words customers use and what they mean for you. For example, “reversal” means money returned after a failed transfer, and “POS” means your card terminal.

Save and approve

Every save is a new version: choose Save as a new version. The newest version waits for approval. Approve it with the name of the person approving under Approved by. Texa AI uses the approved version until a newer one is approved, and you can see every version.

Still need help?

More in Texa AI

  • How Texa AI works What Texa AI does for your customers, where its answers come from, what it will never do, and how you stay in control.
  • The go-live checklist The steps the Overview checks before Texa AI answers customers on its own, and what to do for each one.
  • Texa AI's name, tone and languages Give Texa AI a name, a tone, a greeting and an email sign-off, choose its languages and voice, and set how long conversations are kept.
  • Choose how Texa AI works in each inbox Turn Texa AI off, on in shadow mode or live for each inbox, go live in steps, add testers, and set its procedures, languages and hours.
  • Hand-over routes Decide which team gets a conversation when Texa AI hands it over, with what priority, labels and ticket, and what happens if nobody answers in time.
  • Knowledge: teach Texa AI your answers Give Texa AI your FAQs, prices, fees and policies by typing them, uploading files, reading your website or using your help centre, then approve them.
  • Knowledge gaps and suggestions See what Texa AI couldn't answer, write the missing answers, and approve improvements drafted from how your team answered.
  • Procedures Tell Texa AI how to handle each kind of request, in your own words or from conversations your team handled well, then check, approve and improve it.
  • Simulations Let AI-played customers talk to Texa AI in the sandbox, against your procedures and test answers, before a real customer does.
  • Experiments Try a changed procedure set on part of your live conversations, against the one you run now, and keep whichever does better.
  • Actions: connect your systems Let Texa AI look things up and make changes in your own systems, with ready-made connectors or your own API, under rules you set.
  • Texa Relay for systems behind your firewall Let Texa AI look up records in your core banking or database without opening your network, through a relay that runs inside it.
  • Quality checks Run checks on every conversation, by words or in plain English, get alerts when something needs attention, and review Texa AI's conversations.
  • Safety Stop Texa AI at once with the kill switch, download or delete a customer's data, see where your data lives, and read every change made to Texa AI.
  • Texa AI inside your current helpdesk Keep Zendesk, Freshdesk, Intercom, HubSpot, Salesforce or Zoho, and add Texa AI to it as an agent of its own.