If you want to make the most of Answer, here's a set of best practices and actions you can implement on your platform.
Before embarking on your adventure, we advise you to take a quick look at Answer's documentation. This will give you a better idea of the possibilities.
Testing a set of questions
The first thing to do before deploying Answer to all your users is to test the functionality on a subset of content. To do this, nothing could be simpler: simply apply to join the Answer beta program.
You will be asked to select two or three spaces and a few users who will have access to the preview feature. We advise you to select users who are willing and have a good knowledge of the various contents available on the platform.
Once the beta is activated, you'll be able to run a whole series of tests on your existing content.
A good starting point is to use the keywords used in classic search to generate questions your users might be asking. These are available in the search statistics section of the administration panel.
Setting up integrations
Answer is available in the Web application, but not only. Slack and Teams are also available. Don't hesitate to activate and test these integrations.
Focus on native content
Overall, native content offers greater flexibility in extracting information, but also in managing feedback afterward.
Although Answer is based on your Elium content and Word, Excel or PDF files (and even videos!), native content still offers significant advantages.
Annotations, for example, are only available on native content. The same applies to expiration dates.
Create continuous text
To generate answers, we supply Answer with content blocks. These blocks are represented (for the moment) as continuous text. For example, a list of bullet points will be reformatted as continuous text.
Counter-intuitively, Answer may find it more difficult to extract information if the document is (visually) over-structured, as might sometimes be the case in PowerPoint or Excel. It's worth reformatting complex content into continuous text.
Do it regularly
Feedback is the basis for improving Answer's ability to answer users' questions. From the administration panel, you have access to all feedback left by your users.
Each piece of feedback contains a range of information, such as the question asked, Answer's response and the sources used to answer the question. This information is at your disposal to help you understand why Answer doesn't answer correctly.
For the moment, improving Answer's ability to respond depends exclusively on your content. So it's your content that you'll be able to modify Answer's responses.
Export and review all questions
All the questions asked by your users can be exported from the administration panel. This CSV file contains the same information as the feedback.
The difference with feedback is that you have access to the very questions that users haven't given feedback on. We believe it's vital to review all the questions in order to better understand how Answer is used on the platform by your users.
Things you need to know
For the moment, tags are not taken into account for answer generation, nor for upstream search. Of course, they remain useful for advanced search.
Videos are also taken into account
The videos are transcribed and the text is used by Answer to generate responses. You can therefore upload your onboarding or training videos, for example.
Expired content are used
Whether your content has expired or not, it will be used as a source to generate a response.
Documentation was also available in the Help Center, describing each Answer feature in greater detail 👇🏻
For more technical information
Technical information on how Answer works is available on our blog. Here's a link to the article: https://elium.com/blog/how-we-gave-superpowers-to-our-search-with-chatgpt/