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Merge pull request #297 from seasalt-ai/wiki-seachat-post-launch-sop
feat: added sop section under test and improve
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content/en/seachat/seachat-manual/07-test-and-improve-ai-agent/_index.md
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| title: "Test and Improve AI Agent" | ||
| description: "Learn to test and enhance your AI agent on SeaChat with video tutorial and practical tips for customer interactions." | ||
| lead: "" | ||
| date: 2024-09-06T08:48:45+00:00 | ||
| lastmod: 2024-09-06T08:48:45+00:00 | ||
| weight: 60 | ||
| draft: false | ||
| images: [] | ||
| aliases: | ||
| - /seachat/seachat-manual/test-and-improve/ | ||
| --- | ||
|
|
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content/en/seachat/seachat-manual/07-test-and-improve-ai-agent/post-launch-sop.md
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| --- | ||
| title: "SOP for After Launch Operations" | ||
| description: "After launching SeaChat, follow this SOP guide to optimize daily operations and improve team workflows for productivity." | ||
| date: 2024-09-02T00:22:19-07:00 | ||
| lastmod: 2024-09-02T00:22:19-07:00 | ||
| draft: false | ||
| weight: 2 | ||
| aliases: | ||
| - /en/seachat/seacaht-manual/07-test-and-improve-ai-agent/post-launch-sop | ||
| --- | ||
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| Congratulations on successfully launching SeaChat to your selected channels – website, WhatsApp, or others. We are only half way there. This guide walks you through the remaining steps to ensure a successful operation on a daily basis. | ||
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| ## Setup | ||
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| ### 1. Add More Members to your Workspace | ||
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| <br/> | ||
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| <center> | ||
| <a href="https://usecase.seasalt.ai/voice-for-senior-care"> | ||
| <img height="100%" width="40%" src="/images/seachat/en/post-launch-sop/add-members.png" alt="Add more members through workspace and member management section on SeaChat."> | ||
| </a> | ||
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| *Workspace → Members* | ||
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| </center> | ||
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| If you haven’t done so already, you can go to *Workspace* → *Members* to add your team there. | ||
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| Note that there are [three roles](https://wiki.seasalt.ai/seachat/seachat-manual/06-workspace/01-workspace-management/#members): Admin, AI Agent Editor, and Human Agents. | ||
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| Human Agents won’t be able to see how you’ve configured your AI agent, they are just there to reply to incoming messages. | ||
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| Your AI Agent Editor can modify your AI Agent. So be very careful with assigning such roles. | ||
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| If you have **multiple AI Agents**, you can assign different human agents to different AI agents. | ||
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| ### 2. Enable Email Notification | ||
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| You should ask each of your agents to enable email notifications at *Workspace* → *Preference*. | ||
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| <center> | ||
| <a href="https://usecase.seasalt.ai/voice-for-senior-care"> | ||
| <img height="100%" width="80%" src="/images/seachat/en/post-launch-sop/enable-email-notification.png" alt="Enable email notification on SeaChat platform to keep track with chat conversation."> | ||
| </a> | ||
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| *Enable Email Notification on SeaChat* | ||
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| </center> | ||
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| In this way you’ll be notified as soon as someone starts chatting with your AI agent. Then you can choose whether to chime in. | ||
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| ### 3. Consider Enabling Form on Web Widget | ||
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| If you use a webchat widget, visitors might not leave their phone number, name, or email. You won’t know whom you are chatting with. In this case, you can go to *Channels* → *Webchat Widget* → *Custom Forms* to force visitors to fill in their contact details before chatting: | ||
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| <div style="display: flex; flex-direction: row; align-items: center; justify-content: space-between; gap: 20px;"> | ||
| <div style="width: 100%; text-align: center; display: flex; flex-direction: column; align-items: center;"> | ||
| <a href="/images/seachat/en/post-launch-sop/web-widget.png" target="_blank" style="width: 100%; display: flex; justify-content: center; align-items: center; overflow: hidden;"> | ||
| <img style="width: auto; height: 200px; border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/en/post-launch-sop/web-widget.png" alt=""> | ||
| </a> | ||
| <p style="margin-top: 20px; font-size: 15px">Custom Form in WebChat Widget</p> | ||
| </div> | ||
| <div style="width: 100%; text-align: center; display: flex; flex-direction: column; align-items: center;"> | ||
| <a href="/images/seachat/en/post-launch-sop/web-widget-form.png" target="_blank" style="width: 100%; display: flex; justify-content: center; align-items: center; overflow: hidden;"> | ||
| <img style="width: auto; height: 200px; border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/en/post-launch-sop/web-widget-form.png" alt=""> | ||
| </a> | ||
| <p style="margin-top: 20px; font-size: 15px">Create WebChat Widget</p> | ||
| </div> | ||
| </div> | ||
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| ## Daily Routine | ||
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| ### What Human Agents Should Do | ||
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| Every day, your agent should do two things: | ||
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| - Go to Conversations and reply to incoming inquiries | ||
| - Mark anything that’s answered not well by the AI Agent using 👎 | ||
| - Mark anything that’s answered well by Human Agents using 👍 | ||
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| ### What AI Agent Editor and Admin Should Do | ||
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| Every day, your AI Agent Editor or Admin should do three things: | ||
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| - Go to Conversations and watch how the AI Agents and Human Agents replied to your customers | ||
| - Mark anything that’s answered not well by the Human Agent using 👎 | ||
| - Mark anything that’s answered well by Human Agents using 👍 | ||
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| Once the AI Agent Editor or Admin identified areas that need improvement, they can go to the *Needs Review* session and start adding or modifying the Knowledge Base: | ||
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| <center> | ||
| <a href="https://usecase.seasalt.ai/voice-for-senior-care"> | ||
| <img height="100%" width="80%" src="/images/seachat/en/post-launch-sop/need-review.png" alt="AI Agent Editor and Admin should review daily conversations in 'Need Reviews' section on SeaChat to improvement chat quality"> | ||
| </a> | ||
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| *Conversations that need reviews* | ||
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| </center> | ||
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| ## Weekly Routine | ||
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| Every week for about 30 minutes to 1 hour, the Admin should work with the AI Agent Editor in the following areas: | ||
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| *Improve the knowledge base* | ||
| - Review the *Needs Review* session and revise the knowledge base | ||
| - KB revision includes not only addition, but also removing old stale articles. | ||
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| *Use Knowledge Base to improve your website* | ||
| - Discuss what’s being added to the knowledge base | ||
| - If there are commonly asked questions, consider adding them to your website. | ||
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| *Use your website to improve your Knowledge Base* | ||
| - If you recently have written more documents, and you want the AI Agents to know, you can go to the Knowledge Base to import them. | ||
| - If your website changed, you can re-import them by clicking on the *Sync Now* button. | ||
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| <center> | ||
| <a href="https://usecase.seasalt.ai/voice-for-senior-care"> | ||
| <img height="100%" width="80%" src="/images/seachat/en/post-launch-sop/knowledge-base.png" alt="Update your agent's Knowledge Base on a weekly bases to improve the performance of your agents' response."> | ||
| </a> | ||
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| *Update Knowledge Base for improvement* | ||
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| </center> | ||
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| ## Keep Iterating | ||
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| The AI Agents know about two things: | ||
| - what they are trained to know about your business | ||
| - world knowledge about some common sense and facts | ||
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| It is your responsibility to improve them on a daily and weekly basis to make it better, so that your human agents will do less and less work! |
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content/zh/seachat/seachat-manual/07-test-and-improve-ai-agent/_index.md
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| --- | ||
| title: "如何測試和改善" | ||
| description: "了解如何有效測試並改善您的SeaChat AI助理的回答品質" | ||
| lead: "" | ||
| date: 2024-09-06T08:48:45+00:00 | ||
| lastmod: 2024-09-06T08:48:45+00:00 | ||
| weight: 60 | ||
| draft: false | ||
| images: [] | ||
| aliases: | ||
| - /seachat/seachat-manual/test-and-improve/ | ||
| --- | ||
|
|
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content/zh/seachat/seachat-manual/07-test-and-improve-ai-agent/posrt-launch-sop.md
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| --- | ||
| title: "After launching SeaChat – SOP to a successful operation" | ||
| description: "After launching SeaChat, follow this SOP guide to optimize daily operations and improve team workflows for productivity." | ||
| date: 2024-09-02T00:22:19-07:00 | ||
| lastmod: 2024-09-02T00:22:19-07:00 | ||
| draft: false | ||
| weight: 1 | ||
| aliases: | ||
| - /zh/seachat/seacaht-manual/07-test-and-improve-ai-agent/post-launch-sop | ||
| --- | ||
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| 恭喜您成功將 SeaChat 部署到選定的頻道 – 網站、WhatsApp 或其他平台。我們只完成了一半的工作。本指南將引導您完成剩餘步驟，以確保日常運營的成功。 | ||
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| ## 設置 | ||
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| ### 1. 向工作區添加更多成員 | ||
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| <br/> | ||
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| <center> | ||
| <a href="https://usecase.seasalt.ai/voice-for-senior-care"> | ||
| <img height="100%" width="40%" src="/images/seachat/zh/post-launch-sop/add-members.png" alt="通過 SeaChat 的工作區和成員管理區域添加更多成員。"> | ||
| </a> | ||
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| *工作區 → 成員* | ||
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| </center> | ||
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| 如果您尚未添加，您可以前往 *工作區* → *成員* 將您的團隊添加進去。 | ||
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| 請注意，成員有 [三種角色](https://wiki.seasalt.ai/seachat/seachat-manual/06-workspace/01-workspace-management/#members): 管理員、AI 助理編輯者和人工客服。 | ||
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| 人工客服無法看到您如何配置 AI 助理，他們只負責回覆收到的訊息。 | ||
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| 您的 AI 助理編輯者可以修改 AI 助理，因此請謹慎分配這些角色。 | ||
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| 如果您有 **多個 AI 助理**，您可以為不同的 AI 助理分配不同的人工客服。 | ||
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| ### 2. 啟用郵件通知 | ||
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| 您應該要求每個客服在 *工作區* → *偏好設置* 啟用郵件通知。 | ||
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| <center> | ||
| <a href="https://usecase.seasalt.ai/voice-for-senior-care"> | ||
| <img height="100%" width="80%" src="/images/seachat/zh/post-launch-sop/enable-email-notification.png" alt="在 SeaChat 平台上啟用郵件通知以跟蹤聊天對話。"> | ||
| </a> | ||
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| *在 SeaChat 上啟用郵件通知* | ||
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| </center> | ||
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| 這樣，當有人開始與您的 AI 助理聊天時，您會立即收到通知，然後您可以選擇是否要參與其中。 | ||
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| ### 3. 考慮在網頁小工具上啟用表單 | ||
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| 如果您使用網頁聊天小工具，訪客可能不會留下他們的電話號碼、姓名或電子郵件。這樣您將無法知道您正在與誰聊天。此時，您可以前往 *頻道* → *網頁聊天小工具* → *自定義表單*，強制訪客在聊天前填寫聯絡資訊： | ||
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| <div style="display: flex; flex-direction: row; align-items: center; justify-content: space-between; gap: 20px;"> | ||
| <div style="width: 100%; text-align: center; display: flex; flex-direction: column; align-items: center;"> | ||
| <a href="/images/seachat/zh/post-launch-sop/web-widget.png" target="_blank" style="width: 100%; display: flex; justify-content: center; align-items: center; overflow: hidden;"> | ||
| <img style="width: auto; height: 200px; border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/zh/post-launch-sop/web-widget.png" alt=""> | ||
| </a> | ||
| <p style="margin-top: 20px; font-size: 15px">網頁聊天小工具中的自定義表單</p> | ||
| </div> | ||
| <div style="width: 100%; text-align: center; display: flex; flex-direction: column; align-items: center;"> | ||
| <a href="/images/seachat/zh/post-launch-sop/web-widget-form.png" target="_blank" style="width: 100%; display: flex; justify-content: center; align-items: center; overflow: hidden;"> | ||
| <img style="width: auto; height: 200px; border-radius: 0.4rem; cursor: zoom-in;" src="/images/seachat/zh/post-launch-sop/web-widget-form.png" alt=""> | ||
| </a> | ||
| <p style="margin-top: 20px; font-size: 15px">創建網頁聊天小工具</p> | ||
| </div> | ||
| </div> | ||
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| ## 日常流程 | ||
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| ### 人工客服應該做什麼 | ||
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| 每天，您的客服應該做兩件事： | ||
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| - 進入對話頁面並回覆收到的詢問 | ||
| - 對 AI 助理未能很好回答的問題標記 👎 | ||
| - 對人工客服回答得很好的問題標記 👍 | ||
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| ### AI 助理編輯者和管理員應該做什麼 | ||
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| 每天，您的 AI 助理編輯者或管理員應該做三件事： | ||
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| - 進入對話頁面，查看 AI 助理和人工客服是如何回覆客戶的 | ||
| - 對人工客服未能很好回答的問題標記 👎 | ||
| - 對人工客服回答得很好的問題標記 👍 | ||
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| 當 AI 助理編輯者或管理員發現需要改進的地方後，他們可以進入 *需要審核* 區域，開始添加或修改知識庫： | ||
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| <center> | ||
| <a href="https://usecase.seasalt.ai/voice-for-senior-care"> | ||
| <img height="100%" width="80%" src="/images/seachat/zh/post-launch-sop/need-review.png" alt="AI 助理編輯者和管理員應該每天審查 '需要審核' 區域中的對話，以改善聊天質量"> | ||
| </a> | ||
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| *需要審核的對話* | ||
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| </center> | ||
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| ## 每週流程 | ||
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| 每週花費 30 分鐘至 1 小時，管理員應該與 AI 助理編輯者合作進行以下工作： | ||
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| *改善知識庫* | ||
| - 審查 *需要審核* 區域，並修改知識庫 | ||
| - 知識庫的修改不僅包括添加新內容，還包括刪除過時的文章。 | ||
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| *利用知識庫改善您的網站* | ||
| - 討論最近添加到知識庫的內容 | ||
| - 如果有常見問題，可以考慮將其添加到您的網站上。 | ||
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| *利用您的網站改善知識庫* | ||
| - 如果您最近撰寫了更多文件，並希望 AI 助理知道，可以將其導入到知識庫中。 | ||
| - 如果您的網站有變更，您可以通過點擊 *立即同步* 按鈕重新導入。 | ||
|
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| <center> | ||
| <a href="https://usecase.seasalt.ai/voice-for-senior-care"> | ||
| <img height="100%" width="80%" src="/images/seachat/zh/post-launch-sop/knowledge-base.png" alt="每週更新您的 AI 助理知識庫，以提高其回覆的效率。"> | ||
| </a> | ||
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| *更新知識庫以提高性能* | ||
|
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| </center> | ||
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| ## 反覆程序 | ||
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| AI 助理了解兩件事： | ||
| - 他們被訓練來了解您的業務 | ||
| - 一些常識和事實的世界知識 | ||
|
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| 您有責任每天和每週對其進行改進，這樣您的人工客服就會越來越少工作！ |
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