Symptom / Need

As an administrator, you need to configure wvx Copilot training to improve the support received by agents and other system components during customer interactions. This will allow you to optimize efficiency and service quality by providing accurate and contextual responses based on data specific to your operation.

Context / Scenarios

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

Answer (Solution / Recommendation)

Here's how to set up wvx Copilot training in wvx Manager so your agents and other system components receive accurate, contextual support during customer interactions:

Steps to Set Up wvx Copilot Training

1. Access the wvx Copilot settings:
   1. Click the "Settings" 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. Set up the training:
   1. Select or create a domain: At the top of the "Instructions" section, you'll find a field where you can select an existing domain or create a new one. By default, a domain named "default" already exists.
   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 then confirm its creation.
   3. Configure the AI model:
      1. Choose the artificial intelligence model that best suits your needs:
         1. Normal: Ideal for general answers based on general context.
         2. Reasoner: Best for tasks that require logical reasoning or deeper analysis.
   4. Add general instructions:
      1. In the "Copilot Instructions" field, write general instructions that will guide wvx Copilot on how to respond. This includes defining the tone, format, and purpose of your responses. For example: "Your role is to provide accurate and friendly information about our products and services. Please be sure to be clear and concise in your responses."
   5. Upload PDF documents to enhance your training. To provide wvx Copilot with access to 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 the button with the up arrow and cloud icon (see image, point 5) to open the file explorer and select the documents you want to upload.
      2. Managing Files: Once uploaded, you'll see the files in the table. You can also refresh the list by clicking the circular button with two arrows (refresh) or delete files if necessary.
   6. Configure advanced settings: To optimize wvx Copilot performance, adjust the following settings:
      1. Result threshold: Defines how many candidate answers the AI will consider before deciding on a final answer. A value between 5 and 10 is generally adequate for most cases.
      2. Threshold %: Sets the minimum confidence level the AI must have to consider a response valid. A value between 70% and 80% ensures accurate responses without sacrificing too much coverage.
   7. Save Changes: Once you are satisfied with your settings, click the “Save” button to apply the changes to the selected domain settings.
   8. If you want to delete the selected domain, you can use the "Delete" button to the left of the "Save" button. You cannot delete the "default" domain.
6. Test the training to verify its functionality:
   1. Write test questions: In the “Type 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 needed.

Note on the use of domains in wvx Copilot

Below is a breakdown of which sections of wvx Copilot only consider training performed in the "default" domain, and which allow you to select 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) within 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 writing responses for interactions uses exclusively the “default” domain training.
3. wvx Copilot in chats (wolkvox Agent app): The "Generate response" feature in the "Chat" section only uses the "default" domain training. It doesn't recognize information uploaded to other domains.
4. wvx Copilot public: The ChatBot integrated into websites using wvx Copilot public only takes into account the training configured on the “default” domain.

Sections that allow you to select other manually created domains

1. wvx Copilot Voice: In the "Chat" tab (within the "wvx Copilot" tab) within the "Voice" section of the wolkvox Agent application, you can select a specific domain in the "wolkvox Copilot Domain" field. This allows you to use manually created domains for training.
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 training from any manually created domain.