Introduction

wvx Copilot training helps improve the assistance that agents and other system components receive during customer interactions. This helps optimize efficiency and service quality by providing accurate, contextual responses based on information specific to your operation.

Imagine your agents are handling frequent customer inquiries about products, services, or company policies. Without proper wvx Copilot training, agents might not receive accurate or relevant suggestions, which could affect service quality and customer satisfaction.

In addition, other components, such as wvx Copilot in wolkvox Studio and Public wvx Copilot, also need to be properly trained to provide accurate, automated responses in different contexts.

To achieve better results, it is important not only to configure the artificial intelligence instructions but also to properly prepare the documents used for its training. Organized, clear, consistent, and up-to-date information makes it easier for wvx Copilot to identify relevant content and generate more useful responses for users.

Configuration

Below, we explain how to configure wvx Copilot training in wolkvox Manager, upload your operation's information, and apply best practices to improve response quality.

Steps to configure wvx Copilot training

1. Access the wvx Copilot settings:
   1. Click the "Settings" button located in the upper-right menu of wolkvox Manager (gear icon).
   2. In the settings window, select the "wvx Copilot" tab.
2. Select the "Copilot" tab.
3. Open the "Instructions" tab.
4. 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 a domain named "default".
   2. Create a new domain (optional): if you want to create a custom domain, click the "+" icon next to the domain selection field. Enter the name of the new domain and confirm its creation.
   3. Configure the AI model: select the artificial intelligence model that best suits your needs. The documented options include:
      • Normal: designed to answer general questions using the available information.
      • Reasoning: designed for tasks that require logical reasoning or more in-depth analysis.
   4. Add general instructions: in the "Copilot Instructions" field, enter the instructions that will guide how wvx Copilot should respond. You can define the purpose, tone, and format of the responses.

Example: "Your role is to provide accurate and friendly information about our products and services. Use the information from the uploaded documents. Make sure to respond clearly and concisely. If you cannot find enough information to answer a question, indicate this instead of making up an answer."

1. Upload documents to enrich the training: to give wvx Copilot access to additional information, you can add documents containing policies, catalogs, manuals, procedures, frequently asked questions, and other relevant information about your organization.
   1. Prepare the documents: before uploading them, make sure the information is properly organized, free of contradictions, and separated by topic. Recommendations for preparing these files are provided later in this article.
   2. Upload files: in the "File List" section, click the button with the cloud and upward arrow icon to open the file explorer and select the documents you want to upload. Use the formats supported by the upload tool in your operation.
   3. Manage files: once uploaded, you can view them in the table. You can also refresh the list using the refresh button or delete files that should no longer be part of the training.
2. Configure advanced parameters: to adjust how wvx Copilot works, set the following parameters:
   • Result Limit: determines the number of information results considered when querying the training content. You can start with values between 5 and 10 and adjust them according to the test results.
   • Threshold %: sets the minimum matching percentage required for a result to be considered relevant. You can initially evaluate values between 70% and 80%, adjusting them according to the relevance of the responses obtained.
3. Save the changes: once the configuration is complete, click the "Save" button to apply the changes to the selected domain.
4. If you want to delete a manually created domain, use the "Delete" button located next to the "Save" button. Keep in mind that the "default" domain cannot be deleted.
5. Test the training to verify that it works correctly:
   1. In the "Write wvx Copilot message" field, enter questions related to the topics covered in the uploaded documents.
   2. Review the responses provided by wvx Copilot and verify that they are clear, accurate, and consistent with your organization's information.
   3. If you identify incorrect, incomplete, or inaccurate responses, review the general instructions and training documents. Make the necessary adjustments and test again.

Recommendations for preparing wvx Copilot training documents

To improve the quality of wvx Copilot's responses, it is important that the documents used for training follow a clear and organized structure.

The following are recommended best practices for preparing information before adding it to the training.

Organize information by topic or content block

It is recommended to divide information into large, coherent blocks that develop a central idea. This process, known as chunking, makes it possible to organize knowledge by topic without excessively separating information that should be interpreted together.

Each block should contain information related to the same topic while preserving the context needed to understand it.

Example: if you need to train wvx Copilot using information about your company's services, you can organize the documents as follows:

• Document 1: return policies.
• Document 2: service usage guides.
• Document 3: customer registration procedure.

In this way, each document covers a specific topic and avoids mixing information from different processes.

Recommendation: avoid dividing the same procedure into fragments that are too small and may lose their context. Also, avoid combining several unrelated topics in a single file.

Use appropriate file formats

When preparing training documents, it is recommended to use formats that preserve a clear text structure and are easy to maintain.

The recommended formats for preparing content are:

• TXT: allows information to be organized in plain text without visual elements that make it difficult to read.
• Markdown (.md): facilitates organization using headings, subheadings, numbered lists, and bullet points.
• JSON: can be used to represent structured information when the content requires it.

It is recommended to prioritize TXT or Markdown because they are easy to maintain and organize.

Although PDF documents can be used when supported by the upload tool, they are not the recommended first choice for preparing content, as they may contain disorganized text, unnecessary metadata, and other elements that affect the proper organization of information.

If you need to use a PDF, make sure the text can be selected and read correctly, the paragraphs follow a logical order, and there are no elements that make the content difficult to interpret.

Important: these recommendations refer to content preparation. Before uploading documents, verify which of these formats are supported by the tool available in your wolkvox Manager operation.

Use numbered lists and bullet points to organize procedures

When a document contains instructions, procedures, or sets of options, it is recommended to use lists to present the information in an organized manner.

Numbered lists: use them when actions must be performed in a specific sequence.

Example: procedure for downloading a certificate:

1. Log in to the service portal.
2. Find the "Certificates" section.
3. Select the required certificate.
4. Download the document.

Bullet points or dashes: use them when presenting items that do not require a specific order.

Example: available services:

• Information inquiries.
• Personal information updates.
• Certificate requests.
• Request status inquiries.

This organization makes it easier to identify the steps of a process and distinguish sequential instructions from informational lists.

Avoid unnecessary special characters and decorative elements

Training documents should contain clear text using conventional punctuation marks.

You can use periods, commas, colons, parentheses, asterisks, and other common punctuation marks.

However, it is recommended to avoid decorative symbols, arrows, icons, and special characters that do not add useful information to the content.

Example of recommended wording:

"To update customer information, go to the Contacts module, select the corresponding record, and modify the necessary fields."

Keeping text free of unnecessary decorative elements improves readability and organization.

Avoid repeated or contradictory information

Repeating the same information across multiple files is not recommended, especially when there are differences between the data provided.

Example of contradictory information:

• Document 1: "Customer service hours begin at 8:00 a.m."
• Document 2: "Customer service hours begin at 9:00 a.m."

If both documents refer to the same service and schedule, wvx Copilot will receive contradictory information, which may affect the accuracy of its responses.

Recommendation: maintain a single current version of each piece of information. When a policy, procedure, or schedule changes, update the corresponding documents and remove outdated information from the training.

Maintain consistent terminology

It is recommended to consistently use the same names when referring to the organization's products, services, procedures, or concepts.

For example, if the official name of a product is "wvx Copilot", use this name consistently across all documents instead of alternating it with abbreviations or other names.

The same applies to service departments, request types, process names, and any other concepts specific to your operation.

Using consistent terminology helps reduce ambiguity and makes it easier for wvx Copilot to associate information correctly.

Use separators to distinguish topics

When a document contains several related sections, it is recommended to use clear headings or separators to indicate where one topic ends and another begins.

You can use a line of equal signs as a separator:

====================

Organization example:

RETURN POLICIES

Information related to the conditions
and requirements for requesting a return.

====================

RETURN PROCEDURE

1. Review the applicable conditions.
2. Gather the required information.
3. Submit the request.
4. Check the status of the process.

====================

SERVICE CHANNELS

Information about the available channels
for checking the status of a return.

Separators make it easier to identify the boundaries between different sections of a file.

Do not combine unrelated topics in the same file

Avoid including information about unrelated processes within the same document.

For example, it is not recommended to combine information about enrollment, parking, and service cancellations in a single training file.

Instead, organize these topics into separate documents and develop each one with the information necessary to understand the corresponding procedure.

This practice helps maintain consistency within each topic and makes content easier to maintain and update.

Include an introduction or content description at the beginning of each document

It is recommended to begin each file with a title and a brief introduction explaining what information it contains.

You can also add an initial list of the topics that will be covered.

Example:

CUSTOMER SERVICE GUIDE

This document contains information about
the services available to customers
and the procedures for requesting them.

CONTENTS:

1. Product and service inquiries.
2. Personal information updates.
3. Certificate requests.
4. Request status inquiries.
5. Support channels.

This structure provides context from the beginning of the document and makes it easier to identify the available information.

Write specific answers in frequently asked questions (FAQ) documents

If you use frequently asked questions documents to train wvx Copilot, it is important that each question has a specific answer that addresses the user's needs.

Avoid generic responses that do not explain what the user should do or that include information unrelated to the question.

Example question: "What should I do if I do not receive the confirmation email for my request?"

Unhelpful response: "This may happen when many requests are being processed. Our service has an excellent support team, and we always strive to provide the best experience."

Example of a recommended response: "Check your inbox, spam folder, and promotions folder. Verify that the registered email address is correct and check the status of your request in the corresponding portal. If the request appears as confirmed and you still have not received the message, contact the support team and provide the request number so they can review the case."

The second response provides specific instructions that help the user move forward in resolving their issue.

Important: the responses included in training documents must correspond to your organization's actual processes, policies, and service channels. Do not include procedures that are unavailable or cannot be performed.

Recommendations for validating the training

Once the domain has been configured and the documents uploaded, it is recommended to perform tests to verify that wvx Copilot correctly interprets the information.

1. Ask questions about different topics: verify that it can answer questions related to each of the uploaded documents.
2. Test questions about procedures: verify that the responses present the steps in the correct order.
3. Check data consistency: ask different questions about the same policy, schedule, or requirement to identify possible contradictions.
4. Evaluate answers to frequently asked questions: make sure they provide useful instructions rather than only general responses.
5. Test questions for which information is unavailable: verify that wvx Copilot's behavior is consistent with the instructions configured for these cases.
6. Adjust the training when necessary: correct outdated documents, modify the general instructions, and run the tests again.

Recommendation: periodically review the training documents to keep your operation's information up to date. Proper configuration should be complemented by organized documents and a response validation process.

Note on the use of domains in wvx Copilot

The following explains which wvx Copilot functionalities exclusively use the training configured in the "default" domain and which allow you to select other manually created domains.

Sections that only use the "default" domain

1. Real-Time wvx Copilot (wolkvox Agent): the responses generated in the "Real Time" tab, within the "wvx Copilot" tab of the "Voice" section, depend exclusively on the training and documents uploaded to the "default" domain.
2. wvx Copilot in interactions (wolkvox Agent): the assistance provided for drafting responses during interactions exclusively uses the training from the "default" domain.
3. wvx Copilot in chats (wolkvox Agent): the "Generate response" functionality in the "Chat" section only uses the training from the "default" domain. It does not recognize information uploaded to other domains.
4. Public wvx Copilot: the chatbot integrated into websites through Public wvx Copilot exclusively uses the training configured in the "default" domain.

Sections that allow you to select other manually created domains

1. wvx Copilot in voice: in the "Chat" tab, within the "wvx Copilot" tab of the "Voice" section in the wolkvox Agent application, you can select a specific domain in the "wolkvox Copilot Domain" field. This allows you to use the training from manually created domains.
2. wvx Copilot component in wolkvox Studio: when configuring the wvx Copilot component in wolkvox Studio, you can select the desired domain in the "wolkvox Copilot Domain" field. This allows you to use the training from any manually created domain.

Recommendation: before uploading documents or modifying a domain's instructions, verify which functionality will use that training. This will help ensure that the information is available in the context where it will be queried.