How AI Assist selects the best language model for customer conversations
AI Assist is designed to deliver clear, accurate, and relevant answers for every customer conversation. Instead of relying on a single proprietary AI model, tawk.to combines several trusted language models and tools. AI Assist automatically selects the most suitable one for each question, ensuring the right balance of speed, accuracy, and context.
How it works
- Analyze the query
AI Assist reviews the visitor’s message to understand its intent, topic, and difficulty. - Select the right model
- For short or routine questions, AI Assist uses fast, self-hosted models to respond quickly and securely.
- For complex or specialized questions, it may use advanced external models and your vectorized knowledge base to find accurate, context-based answers.
- Generate and deliver the reply
AI Assist retrieves relevant content, composes a grounded response, and delivers it to the visitor. It continuously refines its model selection based on performance and results.
Important considerations
Privacy and performance
AI Assist favors internal processing when possible to protect data and reduce cost. External models are used only when necessary for accuracy.Grounded responses
Providing a clear and well-structured knowledge base helps AI Assist deliver more reliable answers.Optimization
Regularly review AI Assist’s performance in your dashboard and update content sources as your business evolves.
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