Questions & Answers

Questions & Answers (Q&As) refer to a collection of commonly posed questions and their answers regarding a particular product, service, or topic. The Q&A feature on DevRev works as an additional knowledge source for the Turing agent to answer customer queries in conversations to provide efficient customer support.

Unlike knowledge articles, Q&As are never quoted as sources to the end user. Q&As are preferred to answer customer queries over articles.

Q&As can be created either manually or automatically from your customer conversations by Turing.

Manual creation

In the following cases, you may choose to create Q&As manually:

• Website FAQs that you prefer not to display as articles but are crucial for Turing to effectively respond to customer inquiries.

• Internal documentation that's not intended for public search but is valuable for enhancing response quality.

• Details about bugs or issues in Q&As that shouldn't be publicly searchable in your knowledge base and are not relevant to all customers but are essential for Turing to address specific customer questions.

To create a Q&A, do the following:

1. Go to Settings > Turing > Q&As and click + QA in the top-right corner.
2. Fill in the Question and Answer fields, and select the relevant Part.
3. Set the appropriate Status and Access level. Set the status to External or Public if you want Turing to use it.
4. Confirm by clicking Create.

Automatic creation

Your customer conversations include a lot of knowledge, including some of the most accurate and current information. With the automated creation of Q&As, Turing learns from customer conversations in which a human answers a question that Turing previously could not answer.

When a customer initiates a conversation seeking answers, Turing springs into action, drawing upon published Q&As and knowledge articles to provide a solution. If Turing falls short or the user prefers a more personalized touch, they opt to connect with a customer experience engineer and resolve the conversation. Turing doesn't just move on—it learns. It autonomously generates new Q&As based on the resolved conversation, marking them for review under the Review Needed status.

A Q&A isn't created if it is similar to the existing Q&A to avoid duplication.

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A[Customer query] --> C{Turing}
C -->|Satisfactory answer| D((Conversation
resolved))
C -->|Similar Q&A found| F((No new Q&As 
created))
C -->|No answer or 
talk to engineer| E((Q&As created)) -->|Improves Turing| C

To enable automatic creation, go to Settings > Turing > Q&As > Preferences on the top right and enable Auto generate Q&As and click Save.

You need to be an admin to set preferences.

When Turing creates a new Q&A, the conversation's owner receives a notification. It's their chance to ensure accuracy before deciding whether to Publish them if needed or Archive if not.

Once approved and published, these Q&As enter Turing's knowledge base, ready to tackle similar questions in the future. Each conversation can generate unique Q&As, increasing Turing's knowledge base with every interaction.

Every Q&A is intricately linked to its originating conversation, preserving the context of its creation. Even if initially overlooked, support team members can revisit pending Q&As by filtering Settings > Turing > Q&As for those in the Review Needed state.

Searching for Q&As

Search for a previously created Q&A on the DevRev app by pressing cmd+K on Mac or Ctrl+K on Windows. Q&As appear within the KB section of the Search bar. You can search Q&As by entering keywords within a Question or Answer.

Q&A structure

• Question: Define the customer query.
• Answer: Provide the corresponding solution or information.
• Part: Choose the product or service area the Q&A pertains to.
• Status: Determine the progress phase of the Q&A.
  • Published: These Q&As are live and actively used by the Turing agent to answer customer queries in conversations.
  • Draft: Indicates that the Q&A is still being written or is a work in progress.
  • Review needed: If the author requires validation, the QA can be marked for review, typically by a manager or designated reviewer.
  • Archived: Denotes Q&As that have become redundant, incorrect, or obsolete.
• Access Level: Determine who can view and access the Q&A.
  • Private / Internal / Restricted: Not visible to external users, not used by the agent, and only searchable within the app.
  • External / Public: Available for all, Turing employs these Q&As extensively, and they appear in search results both for app users and portal and PLuG visitors.