AI Assist FAQ

What is AI Assist?

AI Assist allows you to train your own AI-powered chatbot, and use features like Smart Reply and AI commands to answer customer queries and generate content.

What tools does AI Assist offer?

AI Assist consists of three tools:

1. Apollo AI Bot - answers chats based on your data.

2. Smart Reply - generates chat and ticket responses.

3. AI Commands - a tool that allows you to leverage generative AI for a variety of tasks, such as brainstorming, summarizing, adjusting message tone, translation, and more.

How can I train AI Assist?

You can train AI Assist by connecting data sources. Data sources include:
• FAQ

• Text
• Documents (csv, txt, pdf)
• Your tawk.to Knowledge Base

• Shortcuts
• Websites

Make sure to regularly review your data sources to ensure the information is up to date. Remember, AI Assist will only be able to provide the information it has access to. The more quality information you add, the 'smarter' it will become.

What language models does Apollo AI Bot use?

tawk.to created a multi-layer query process that uses different LLMs and vector stores depending on the customer query type.

Some queries don't require an external LLM (like OpenAI or Google Bard) at all, others require self-hosted LLMs, and others require that we pass vectorized content to be submitted to either understand or generate a response.

How is my data stored?

Your data is stored securely, encrypted, and in a vectorized format within our platform, not with OpenAI or any other 3rd party.

Which is no less secure than the way we store your chat or ticketing history, or Contact data in your CRM.

Does AI Assist use common knowledge from the AI model?

Yes, AI Assist utilizes foundational common knowledge from its inherent training model, however, it will primarily use the data you provide to formulate a response.

How are data sources prioritized?

AI Assist reviews all your data sources for the best match to formulate a response.

Keywords with higher priority can be assigned by adding AI Question to individual Shortcuts.

How can I address gaps in AI Assist's knowledge?

Simply add FAQs or text in your data sources. In certain cases, it may be useful to include key information in your Base Prompt.

What is the Base Prompt?

The base prompt can be used to train your AI chatbot on how to answer. You can guide its tone, give it scenario-based instructions (if, then), and reinforce certain responses or behaviors. Learn more here.

Can AI Assist learn from my website?

Yes, simply add your website URL or sitemap to the Website data source, and it will ingest the page title, URL and content. Note, we can currently only scrape server-side rendered content; client-side rendered content cannot be ingested. We will be fixing this in later iterations.

Does AI Assist use information from previous conversations?

No, AI Assist does not utilize information from past conversations. It operates solely based on the ongoing conversation and the data sources you have connected, ensuring privacy and security.

Does the AI learn from the data it interacts with? Will it have this capability in the future?

The AI currently learns from the data you provide it. However, by design, it does not learn from visitor conversations to avoid potential misuse. e.g. any visitor could then start teaching it the wrong things. In the future, there will be reporting mechanisms to notify you of FAQs that the AI consistently fails to answer.

How is the usage limit for AI Assist determined?

The usage limit for AI Assist is determined based on the number of AI-generated messages, which includes generated AI Commands, Smart Replies and Bot replies. Once you reach the limit on your plan, a notification will be sent to you, indicating the date when the limit will reset.

Where can I see how many messages I've spent?

You can view your message usage in the AI Assist add-on settings.

How do overage messages get billed on the Enterprise plan?

Overage messages are sold in blocks of 5000 for $100 each ($0.02 a message).

I.e. If you need an extra 10000 messages, purchase 2 blocks of 5000 ($200 total).

In the event that you do not use all of your overage messages, they will flow on to the following month.

Here is an example scenario:

Tom uses 25,000 messages per month on average.

Tom purchased an extra overage block of 50,000 messages.

Each month Tom's property first deducts the 20,000 message credits allocated with his Enterprise plan, and the system automatically deducts 5000 extra credits from his overage block.

With the purchase of a block of 50,000 message credits, and an average message count of 25,000 messages; that will last Tom approximately 10 months without having to worry about topping up.

Can I connect AI Assist with external APIs?

Yes! We have one-click integrations with Shopify and WooCommerce, and you can even set up a custom API integration by creating an API schema file. Learn more here.

Can AI Assist handle customer authentication?

It may be possible to do this using a custom API integration, however, we don't currently have any native features that support this.

Do I have to be online for Apollo AI Bot to accept chats?

No, you do not have to be Online for chats to be answered automatically. Once Apollo AI Bot is enabled it will accept incoming chats, given that your Widget Scheduler is set to be Online at the time. It is also possible to set up AI Scheduler independent of Widget Scheduler.

Can I get notified when a chat comes in even while Apollo answers?

Yes, you can achieve this by adding a 10 second delay in the AI Assist behavior settings (scroll down in settings to find it).

Will a Business Associate Agreement (BAA) be offered to ensure data security?

We are actively reviewing our policies to ensure data security. While we are considering the provision of a Business Associate Agreement (BAA), no definitive decision has been made as of now. If we do offer a BAA, it will most likely be available only for users on the Enterprise plan.

Please stay tuned for updates about new features and enhancements!

Have a question that's not yet on this list?

Reach out to our support team or schedule a call. We're here to help.