Symptom / Need

I need to integrate artificial intelligence into wolkvox CRM to assist users with relevant business information, automate responses, and improve operational efficiency. I want to create, configure, and manage specific knowledge bases (RAGs) for different teams or areas, and activate the AI assistant so users can access them in real time.

Context / Scenarios

"Knowledge Retrieval" and "wvx CRM Assistant" are tools integrated into wolkvox CRM designed to enhance user support through artificial intelligence. They allow you to create "RAGs" (Retrieval Augmented Generation), knowledge bases trained with information specific to your business. This segmentation is crucial so that each team (sales, collection, customer service, technical support, etc.) has access to accurate and relevant information for their roles.

The wvx CRM Assistant is the chat interface where users interact with the AI, receiving answers based on the configured knowledge base. This assistant is designed to provide quick and timely support in various situations within the wvx CRM modules, without maintaining a lengthy conversation history to focus on specific queries.

Usage scenarios:

• A sales agent needs quick information about a specific product or discount policy.
• A support agent requires technical data to solve a common problem.
• A collection agent needs to verify details about a payment plan or a portfolio case.
• Automate responses to frequently asked questions to free up staff time.

Answer (Solution / Recommendation)

To set up and use the wvx CRM Assistant, follow these steps:

Access Knowledge Retrieval Settings:

1. In the left side menu of wolkvox CRM, click the "Settings" button.
2. Within the Settings section, select the "Knowledge Retrieval" tab.

Create a new RAG (Knowledge Base):

In the "Knowledge Retrieval" interface, at the bottom right, click the "+ Create rag" button.

1. A modal window will open. Complete the following fields:
   1. RAG Name: Give your RAG a unique name (letters, numbers, and underscore only; no spaces or special characters).
   2. Description: Provide a brief description of the purpose or content of the RAG.
   3. Tags: Type relevant tags and press Enter after each one to assign them. This helps categorize and organize your RAGs.
2. Click the "Create" button.
3. The new RAG will appear in the "Rag List" table.

Configure an existing RAG:

1. In the "Rag List" table, left-click the "RAG Name" you want to configure. This will take you to that RAG's configuration screen.
2. Alternatively, you can click the three vertical dots button to the right of a RAG in the list and select "Settings."

"RAG Configuration" tab:

Once inside the RAG configuration, in the "RAG Configuration" tab, adjust the following parameters:

1. AI Model:
   1. Select "Fast": For quick and direct answers.
   2. Select "Thinking": Ideal for situations that require more detailed analysis of context and reasoning.
2. Instructions: Write clear instructions for the artificial intelligence. For example: “Provide detailed information based solely on the documentation provided. Do not fabricate information. If you cannot find information related to the request, respond that you have no information.”
3. Max. number of results: Set the maximum number of results the AI should consider. The value should be between 5 and 100. (Recommendation: Try different values to find the optimal one.)
   1. Error message if the range is incorrect: “The topk must be a number between 5 and 100.”
4. Precision Level (%): Define the desired precision level for responses, which can optimize costs or improve accuracy. The value should be between 0 and 2 (with decimals). (Recommendation: Test to identify the ideal level.)
   1. Error message if the range is incorrect: “Must be a number between 0 and 2 with one decimal place.”
5. Click the "Save" button to apply the changes.

Uploading documents to a RAG ("RAG Configuration" or "Knowledge Management" tab):

You can upload documents from two locations:

1. From the "RAG Settings" tab: Click the "Upload Documents" button (below the "Instructions" field).
2. From the "Knowledge Management" tab: At the top right, click the "+ Upload Document" button.

In both cases, a modal window will open:

• Categories: Enter relevant categories for the document. Press Enter after each category.
• Number of chunks: Define the size of the text chunks. A common and recommended value is 500 chunks, but you can set a value between 100 and 4096. (Recommendation: Test and adjust based on the document type and desired responses.)

Select or drop documents to upload: Drag and drop the file or click to select it.

• Supported formats: PDF, TXT.
• Maximum size per file: 50 MB.
• Note: Only one document can be uploaded at a time.

Manage documents in the "Knowledge management" tab:

1. In the "Knowledge Management" tab of the RAG, you'll see a table with all uploaded documents. The columns are: 'Title,' 'Category,' 'Upload Date,' and 'Size.'

For each document, there is a three-dot button on the right side with the following options:

• Details: Displays a modal window with basic information about the file.
• Edit: Allows you to edit only the categories assigned to the document. You cannot change the title, file name, or replace the document.
• Delete: Allows you to delete the document from the RAG.

Test the configuration:

Use the test chat thread in the "RAG Configuration" tab to validate RAG behavior before enabling it for end users.

Enable the wvx CRM Assistant for users:

Once you have set up your RAG and uploaded documents, you must activate the wizard for users:

1. Go back to the left side menu and click on "Settings."
2. Go to the "General" tab.
3. Under the "General" tab, select "CRM Assistant."
4. In the "Select knowledge retrieval base" field, choose the RAG you want to use for the AI assistant.
5. Activate the service by clicking the "Activate wvx CRM Assistant" toggle button.

Using the wvx CRM Assistant:

1. Once activated, wolkvox CRM users will see a button in the top right corner of the interface called "wvx CRM Assistant."
   • Click this button to open the assistant chat window.
2. Type your message or question in the "Type your message..." field and press Enter or click the send icon.
   • The assistant will respond based on the information contained in the configured RAG.
   • Each wvx CRM Assistant response includes a button to copy the message.
   • Please note that the chat does not maintain a persistent history; it resets with each page refresh, as it is designed for one-time support.