What AI knowledge are you syncing and your goals with it?

We'd love your input

Please reply in-thread with as much detail as you can to all or any of these questions:

1) What are you syncing today?

• Which source(s) are you using?
  • Knowledge base
  • Notion
  • Google Drive
• What kinds of content are you selecting to sync?
  • Help documentation folder (Knowledge base).
  • Product FAQ page.
  • Notion pages specifically related to our commercial offers.
• Roughly how big is what you're syncing?
  • A few docs

2) What are you hoping to achieve?

• Suggested Replies / customer-facing drafts:
  • The AI must take previous exchanges into account to avoid repetitive responses.
  • Access to our API and customer data is essential (currently under development on our end).
  • The AI should prioritize company-specific vocabulary over its general pre-existing knowledge.
• Copilot / internal assistance: what are you trying to look up or answer faster?
  • Automation of recurring queries: Locating invoices, availability requests, quotes, commercial gestures following on-site incidents, and general product information.
  • Improved topic identification: 99% of our work is in French, but the system is currently not very performant in this language.
• Autopilot / automated replies: what tasks would you trust it to automate?
  • Tasks already assigned: Replying to standard information requests, billing, space tours, and promo code applications.

3) What's not working as you expected?

• Are you seeing irrelevant answers, missing info, or the wrong level of detail?
  • Short-term memory: Failure to account for the conversation context.
  • Linguistic flexibility: Difficulty adapting when the user's language or vocabulary varies.
  • File analysis: Inability to read images and attachments (files).
  • Hallucinations: The AI sometimes invents answers instead of admitting it doesn't know.
  • Trigger relevance: The AI sometimes responds to simple courtesy messages (e.g., "Thank you").
• Are there specific topics where AI is still not helpful, even after connecting sources?
  • Evaluation pending API connection.

4) How are you deciding what to include or exclude?

• What's the main reason you chose the content you're syncing?
  • We chose content that is simple and has few variables areas where the AI is unlikely to make mistakes or provide incorrect answers.
• What content did you avoid syncing, and why?
  • Content that requires the AI to verify previous conversations or analyze complex situations.

Additional Remarks (Feedback & Monitoring)

Data Analysis and Tracking: It is currently complex to analyze performance. There is a real need for:

• Filter clarification: Knowing whether to filter by new conversation, inbound, or outbound to obtain reliable metrics.
• Educational resources: A tutorial on how to track the evolution of Autopilot responses.
• Satisfaction indicators: A tracking system for "liked" responses to measure relevance.

Technical UX Feedback:

• Link Formatting: We are currently forced to paste full URLs into the "Reply with Autopilot instructions" templates (e.g., "To learn more, feel free to consult our guide: https://support.cocoon-space.com/fr/articles/3132672"). We can not do this : link.
• Response Delay: The AI should allow for a short delay (e.g., 5 minutes) before sending its response.
• Follow-up Logic: We need the ability to configure rules for a customer's second response. For example: if the customer replies to an AI response, I currently cannot control or provide specific instructions to ensure the AI follows up correctly.

Please let us know if any help documentation already exists regarding these points.

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1) What are you syncing today?

• Which source(s) are you using? (Notion, Knowledge Base)
• What kinds of content are you selecting to sync? (Help Documentation)
• Roughly how big is what you're syncing? (Less than 100)

2) What are you hoping to achieve?

• Suggested Replies / customer-facing drafts: Both but the more we can move to AutoPilot the better!
• Copilot / internal assistance: Process for resolving issues.
• Autopilot / automated replies: F.A.Q. or status updates on requests pertaining to our product.

3) What's not working as you expected?

• Are you seeing irrelevant answers, missing info, or the wrong level of detail? (Still setting up, no issues so far)
• Are there specific topics where AI is still not helpful, even after connecting sources? ( Still setting it up , but cautious about utilizing AI for account specific inquiries at first)

4) How are you deciding what to include or exclude?

• What's the main reason you chose the content you're syncing? (To streamline and scale support channels)
• What content did you avoid syncing, and why? (Anything unique to a specific customer)