Turing AI agent

The Turing AI agent can be used to deflect user queries in conversation or to suggest articles from your knowledge base for resolving tickets. It will try to answer customer queries based on the articles and Q-A pairs provided in the Knowledge base, while keeping a support agent subscribed to conversations. If it cannot answer a certain query or you request it to connect to the team, it will redirect it to the default owner of the conversation.

When looking for a source to inform its answer, it will prioritize the Q-A pairs, which are intended to serve as definitive answers to commonly repeated questions.

For Turing bot to suggest articles, you need to upload articles to your DevRev instance. Refer to articles for more information.

Once you have added your knowledge base, Turing can be switched on in two modes: suggestion or auto-response. You can configure Turing in Settings > Turing Answers and turn on the Turing Answers toggle.

Suggest-only mode

Turing only suggests an answer to the user query. A support agent can accept or make edits to the answer, then send it to the user.

Content-powered mode

Turing automatically replies to the user query before it gets assigned to support. It goes through the knowledge base (articles and QAs), generates an answer, and checks with the user if the answer is useful or not.

• If Turing doesn't understand the query, it gives the user an option to rephrase the question and ask again.

• If the user marks the answer as useful, Turing asks the user if they have more questions, then resolves the conversation.

• If the user marks the answer as not useful, Turing either creates a ticket or routes the conversation using the relevant routing rule.

Goal-oriented mode (Beta)

The goal-oriented agent allows users to create complete workflows triggered by their actions.

Goal-oriented mode is currently in beta. Contact our support team for more information.