Introduction

Training wvx Copilot enhances the assistance that agents and other system components receive during customer interactions. This allows you to optimize efficiency and service quality by providing precise and contextual responses based on specific data from your operation.

Imagine your agents are handling frequent customer inquiries about products, services, or company policies. Without proper training of wvx Copilot, agents might not receive accurate or relevant suggestions, which can affect the quality of service and customer satisfaction. Additionally, other components such as wvx Copilot in wolkvox Studio and Public wvx Copilot also need to be correctly trained to provide automated and precise responses in different contexts.

Configuration

Below, we explain how to configure wvx Copilot training in wolkvox Manager so that your agents and other system components receive precise and contextual assistance during customer interactions:

Steps to Configure wvx Copilot Training

1. Access wvx Copilot Configuration:
   1. Click on the "Configuration" button located in the top right menu (gear icon).
2. Select the "wvx Copilot" Tab:
   1. Within the configuration window, select the "wvx Copilot" tab.
3. Select the "Copilot" tab.
4. Open the "Instructions" tab.
5. Configure the Training:
   1. Select or Create a Domain: At the top of the "Instructions" section, you will find a field where you can select an existing domain or create a new one. By default, there is already a domain named "default."
   2. Create a New Domain (Optional): If you want to create a custom domain, click on the "+" icon next to the domain selection field. Type the name of the new domain and then confirm by creating it.
   3. Configure the AI Model:
      1. Choose the artificial intelligence model that best suits your needs:
         1. Normal: Ideal for general responses based on general context.
         2. Reasoner: Better for tasks that require logical reasoning or deeper analysis.
   4. Add General Instructions:
      1. In the "Copilot Instructions" field, write the general instructions that will guide wvx Copilot on how to respond. This includes defining the tone, format, and purpose of the responses. For example: "Your role is to provide accurate and friendly information about our products and services. Make sure to be clear and concise in your responses."
   5. Upload PDF Documents to Enrich Training: To provide wvx Copilot with additional information, you can upload PDF files containing relevant data (e.g., policies, catalogs, manuals, etc.):
      1. Upload PDF Files: In the "File List" section, click on the button with the upward arrow and cloud icon (see image, point 5) to open the file explorer and select the documents you want to upload.
      2. Manage Files: Once uploaded, you can see the files in the table. You can also update the list by clicking on the circular button with two arrows (refresh) or delete files if necessary.
   6. Configure Advanced Parameters: To optimize wvx Copilot performance, adjust the following parameters:
      1. Result Limit: Define how many candidate responses the AI will consider before deciding on a final response. A value between 5 and 10 is usually adequate for most cases.
      2. Threshold %: Set the minimum confidence level the AI must have to consider a response valid. A value between 70% and 80% ensures precise responses without sacrificing too much coverage.
   7. Save Changes: Once satisfied with the configuration, click the "Save" button to apply the changes to the selected domain configuration.
   8. If you want to delete the selected domain, you have the "Delete" button available next to the "Save" button. You cannot delete the "default" domain.
6. Test the Training to Verify Functionality:
   1. Write Test Questions: In the "Write wvx Copilot Message" field, enter common questions that customers might ask.
   2. Review Responses: Observe the responses provided by wvx Copilot and adjust the training as necessary.

Note on the Use of Domains in wvx Copilot

Below is a detailed explanation of which sections of wvx Copilot only consider the training done in the "default" domain and which allow selecting other manually created domains:

Sections That Only Use the "Default" Domain

1. wvx Copilot in Real-Time (wolkvox Agent application): The responses generated in the "Real-Time" tab (within the "wvx Copilot" tab) inside the "Voice" section depend exclusively on the training and PDF documents uploaded to the "default" domain.
2. wvx Copilot in Interactions (wolkvox Agent application): The assistance provided in drafting responses for interactions uses exclusively the training from the "default" domain.
3. wvx Copilot in Chats (wolkvox Agent application): The "Generate Response" functionality in the "Chat" section uses only the training from the "default" domain. It does not recognize information uploaded to other domains.
4. Public wvx Copilot: The ChatBot integrated into websites via Public wvx Copilot only considers the training configured in the "default" domain.

Sections That Allow Selecting Other Manually Created Domains

1. wvx Copilot in Voice: In the "Chat" tab (within the "wvx Copilot" tab) inside the "Voice" section of the wolkvox Agent application, it is possible to select a specific domain in the "wolkvox Copilot Domain" field. This allows using the training from manually created domains.
2. wvx Copilot Component in wolkvox Studio: When configuring the wvx Copilot component in wolkvox Studio, you can choose the desired domain in the "wolkvox Copilot Domain" field. This allows using the training from any manually created domain.