AI Automation Hub
Feed your central knowledge base with the information your contacts are looking for and speed up your support workflows. Our no-code solution makes it simple to offer AI automation on your website and messaging channels. Connect your CRM, database or any other external system to automate entire processes and handle complex cases.
To get started with the AI Automation Hub, it's crucial to first understand the core concept of this system.
How does the AI Automation Hub work?
The heart of the AI Automation Hub is the centralized knowledge base, which is combined with powerful artificial intelligence. This is the “hub” for your company’s knowledge and powers three different modules.
You can create:
- **AI chatbots**
- **Smart FAQ:** An intelligent, AI-based self service help section.
- **Contact form suggestions:** An AI extension to your existing contact forms.
Open the AI Automation Hub by clicking the AI icon inside the Message Center:
The start page of the AI Automation Hub opens in a new tab:
You’ll find tooltips in all sections of the AI Automation Hub. Click on them to get additional information about the features.
How to create a central knowledge base
The central knowledge base is the foundation of all the modules in the AI Automation Hub. Every question/answer pair you create in your knowledge base will be available to all modules.
Structure your knowledge base
- Select the languages in which you want to create your content.
- Search your entire knowledge base.
- Add new content to your knowledge base.
- Create a folder to add categories to your knowledge base.
The first thing you want to do in your knowledge base is create a clear category structure by using folders. We recommend creating a structure that makes sense and helps you stay organized and keep a good overview. But always keep in mind to not make it too complex (e.g. having too many subcategories). Click the folder symbol and give your folder(s) a name. Depending on the languages you activated, you can name your folders based on these languages if you want a multilingual knowledge base.
An infinite number of folders and subfolders can be created within the system.
In this example you see two levels displaying the structure of your folders and categories:
As you can see, only the folders for the chosen language (in this case EN for English) are shown.
Editing existing folders/categories
To edit the names of existing folders, simply click on the folder and then on the folder’s name at the top. You can then adapt the name in the respective languages.
Add a new question
To create a new question, first choose the folder/category you want to add content to.
Then click on the "+" icon in the left menu bar. You can now enter a question in the upper text field. It should be a typical question a contact would ask, like about your shipping costs for example. Enter a simple question like “How much does shipping cost?”
Usually, it’s enough for the AI to have one example question for a specific topic. It analyzes the example and is then able to predict potential variations of how this question can be phrased.
In addition, you can enter variations manually. This is useful if you already know how your users express themselves.
Add a new answer
Each answer has the following settings:
- **Categories:** This setting determines in which folders/categories (from your knowledge base) this answer will be visible. (The categories also allow you to influence which modules have access to which answer, which we will explain further down below.) If it makes sense, you could add the same question to multiple folders/categories.
- **Date:** You can decide if the answer will be displayed only for a certain period of time. A start and end date needs to be set.
**Visibility:** This specifies whether the answer will be displayed only internally or publicly.
- **Public:** The answer is visible to your customers.
- **Internal:** The answer is visible only in internal modules.
- **Instruction:** The answer is displayed as a work instruction only for internal employees.
- **Draft:** The answer is not visible in any module and has yet to be set to public.
To start creating content for your answer, click in the text field so that the pilcrow icon (¶) appears on the left side. With this icon you can open a menu to select different elements. Choose between text, multimedia and download elements. For example, you can write a text and hit "Enter" to create more elements.
Explanation of the element symbols:
- **Heading 1**
- **Heading 2**
- **Condition:** The condition element allows you to create more complex answers with multiple branches. Find more information here.
- **Shortcut:** Interconnect question/answer entries in the knowledge base so that answers to related questions can be shared. Type in the question from your knowledge base and make sure that the text matches exactly.
- **Transfer:** Let the chatbot forward your contacts to a specific operator group. Simply type the name of the operator group and make sure that the names match exactly. This element is only possible to use with the chatbot. If you click “waiting for operator” the chatbot will unassign the conversation if no operator is available.
There is a dedicated engine that checks for errors in the answers and shows exactly where they occur.
Create multiple answers
You can also add multiple answers to the same question by clicking the “Add new answer” button:
Another edit window opens and you can add the answer as before. You can share different answers to the same question with your chatbot but not in your Smart FAQ.
With these buttons in the top right corner you can move, duplicate or delete your entries.
It’s important to keep in mind that the AI should do most of the work for you. That means that the conditions element should only be used when you need a very specific and predetermined conversation flow within a specific answer.
To create a condition, click the conditions icon
First, enter the condition. Then enter the different options for this condition.
After creating the options and expanding them, you can add their respective answers. You can use all of the standard elements, such as images, links etc. as described here.
If needed, you can add sub-conditions to create a more complex conversation flow.
The system makes sure that you don’t miss entering the required answer by highlighting it with a red border.
When finished, be sure to save your answer by clicking the “Save” button at the bottom of the page.
How to activate the AI chatbot
Click the AI Chatbot button to access its settings.
Add your new AI chatbot by clicking the “+” symbol.
Select the “General” settings and you’ll see the API Key. The name you add in the “Name” text field is only used internally to help you stay organized.
You can also:
- Choose a language.
- Select which folders/categories the bot can access.
- Set the visibility mode.
In “Text” you can add or edit the chatbot’s standard replies. These are general replies, like small talk about the weather or replies to certain situations, like forwarding to a human operator. All of the fields have to be filled in order for the bot to work properly.
Under “Presentation” you can edit the chatbot’s visual appearance. Here you can give your chatbot a name that it will use in conversations. You can also define how many follow-up questions the bot will ask when it doesn’t completely understand the request.
Long texts can automatically be split into multiple chat bubbles. A sentence alone will not be split, though. However, we recommend that all of your answers should already be as short and straight to the point as possible.
Under “Installation” you will see a tutorial button with instructions on how to activate the AI chatbot and use your **unique webhook URL**.
Once you’re done with the initial setup inside the automation hub, you’ll need to add a chatbot operator to your Userlike Dashboard. Head to Team Chatbots
On the right side there is a button called "+ Add chatbot". When you click this button, the settings for the new AI chatbot will open. A first and last name can be entered.
Choose whether you want to add an API or a Logic Bot. In this case it would be an API bot.
You can choose from four different bot behavior modes:
- **Service time:** The bot is only online outside your defined service times.
- **Backup:** The bot is always online but only receives conversations when no human operators are online.
- **Human:** The bot is always online and receives conversations exactly like a normal human operator.
- **Firewall:** The bot is always online and receives all conversations (e.g. to categorize and forward them).
After that, you need to select an operator group for the AI chatbot and the language will set accordingly. Each AI chatbot can support one language. So if you would like to offer the chatbot in German and English, you need to create two AI chatbots.
Once these steps are done, the chatbot is created. However, the configuration is still labeled as "invalid".
Clicking on the chatbot shows that the API endpoint needs to be configured. This is why an error message is displayed.
To finish the configuration, click on "API". The chatbot requires a webhook URL.
Once you enter the webhook URL, click "Update". The configuration is now up to date and instead of "invalid", an "OK" is displayed.
You can make additional settings to your AI chatbot by clicking on the chatbot under "Profile". Here you can edit the name of the AI chatbot or change its profile picture.
You can also change the chat slots. This determines how many chats the chatbot can have at the same time. In addition, you can set a timeout. If the conversation has not continued for the set time, the AI chatbot will end the conversation, set its availability to "unassigned", or forward the contact to an operator.
Besides with the AI Automation Hub, we offer two other options to add a chatbot to your Userlike Account:
How to configure the Smart FAQ
The Smart FAQ is integrated as an additional element on an HTML page.
Click the Smart FAQ button to access its settings.
To create a new Smart FAQ, click on the “+” symbol.
Select the “General” settings, give it an internal name, and choose your desired language, folders/categories and statuses.
You will also see an API Key. Usually you don’t need it, since it’s automatically included in your installation code (see Installation Tab).
The tab "Texts" shows you an overview of different standard texts that you can define, such as headings, placeholders or button wording.
You can customize the look of your specific Smart FAQ module. Select from predetermined style sets, which modifies how the Smart FAQ module displays questions and answers. You can also customize your chosen style set with CSS under the menu option "Styles".
You can also specify and change how the folder/category icons should be displayed. More information can be found in the tooltip.
There is also the option to enable autofocus. If activated, the focus will be on the FAQ as soon as the page is opened, no matter at which position of the website you added the FAQ code.
Enable search engines to find your Smart FAQ.
Both options are explained further in the tooltips
In the “Installation” tab, you can access the integration tutorial, which contains the code required for your website.
Smart FAQ Sitemap Integration
To add your FAQ entries to your website's sitemap, your Smart FAQ’s sitemap.xml must be entered in the sitemap index file. If you don’t have a sitemap index yet, it needs to be created beforehand. For help creating a sitemap, use the following link:
To improve the plugin’s SEO, make the URL parameter question visible to the Google crawler. To do this, go to your Google Search Console and make the adjustment by selecting Crawling > URL Parameters.
Add the question parameter as "changes page content" and "causes a page selection" for each URL.
How to configure the Contact Form Suggestions
Add a new Contact form suggestion module by clicking the “+” symbol.
In the “General” settings, give it an internal name and choose your desired language, folders/categories and statuses.
You will also find the API Key here. Usually you don’t need it, since it’s automatically included in your installation code (see Installation Tab).
Enable cookies to record the session. If a website visitor navigates to another page and then returns, it’s still counted as just one session.
You can also enable feedback, so your customers can give a thumbs up or thumbs down to every chatbot answer.
The tab "Texts" shows you an overview of different standard texts you can define, such as headings, placeholders or button wording.
In the “Display” settings, define how this specific contact form suggestion module should look.
You can find more information about these settings in the tooltips.
Under the "Installation" tab, you can access the integration tutorial. This also contains the code you’ll need to add to your website.
If you’re actively using the AI Automation Hub to automate your customer service, it’s very important to closely monitor its performance. This is what the statistics section will help you with.
On the left side you will see all the different modules you’ve created in your AI Automation Hub. You can choose a module folder/category or a specific module. Choose “All integrations” to see the statistics of all modules combined.
The key number is the resolution rate. You can see how many requests you had in total, and how many of them were immediately resolved by the AI.
You can find more information about the displayed numbers in the tooltip
“Report” shows you the total resolution rate percentage and “Trend” displays the timeframe you chose from the drop down menu in the upper right corner.
Scrolling down, you’ll find the top questions alongside the total number of inquiries and its percentage.
You can search for keywords to find specific questions.
If feedback is activated in the Smart FAQ or Contact form suggestions settings, you can find the results and analysis in this tab. The feedback function is not available with chatbots.
Download your statistics as an Excel file (including graphics) by clicking the download button at the upper right corner of your screen.
In “Appearance” you can customize the look of the different modules to fit your brand. Please note that these appearance settings will not affect the AI chatbot because it works in the Website Messenger. You can change the chatbot’s appearance in the widget settings.
First, add a new appearance by clicking on the “+” symbol.
Assign an internal name in the “General” tab, then click on the “Answers” tab.
You can format the appearance of your answers. The preview on the right side of the screen lets you choose between desktop and mobile view.
Edit the CSS by clicking on the pencil. If you want to reset to default, click on the back arrow.
In the following tabs, you can edit the appearance of both the Contact form suggestions and the Smart FAQ.
You can duplicate or delete an appearance with the buttons in the upper right corner of your screen.
Once you’re done making changes, you can select an appearance for your modules. The style settings for each respective module are under the “Display” tab.
In this example, “Corporate Design” is selected as a style for the Contact form suggestion “Website DE” under the “Display” tab:
Connect external systems to your AI Automation Hub
To add dynamic content to your knowledge base or automate entire processes from start to finish (which requires a larger scale of automation), you can connect any external system, such as a database, CRM or ERP to the AI Automation Hub.
Here’s an example of how this could work:
- An energy supplier wants to automate its meter number collection process via a WhatsApp chatbot.
- Once connected with the energy supplier’s database, the chatbot can ask contacts a few verification questions and for the new meter numbers.
- The AI Automation Hub can adjust parameters in the connected database to insert the new meter number and automatically update the contact’s monthly invoice.
If you are interested in connecting an external system to your AI Automation Hub, please get in touch with your Account Manager or contact us via the chat button on our website.