Introduction

This article provides a template to build your FAQ Agent. This is an AI that will automate answering your FAQs, saving your support team hours and giving your clients lightning fast response times.

Inputs

• Knowledge base (minimum 10 FAQs to start).

• Company.

• Company overview.

Outputs

• AI converses with client instantly (no wait time).

• Answers FAQs it has the knowledge to answer.

• Nudge clients back on topic if they go off-topic (something unrelated to your company).

Knowledge base configuration

First, we have to build our knowledge base.

This gives the FAQ Clerk company-specific knowledge which it can use to resolve client queries.

1. Create a google sheet.

2. Create two columns, A1 = Questions. B1 = Answers.

3. Write your FAQs in this spreadsheet. The more FAQs you give, the better your AI will perform.

4. Export this knowledge base as a .csv (ref image)

Your knowledge base is created! Let’s move onto building the AI logic, then we will move to Clerk Chat to build the Agent and upload the knowledge base.

Create a spreadsheet with ‘Questions’ and ‘Answers’.

Export knowledge base as a .csv file

Company Knowledge

Write the following out for your company:

• Company name:

• Company overview (1-4 sentences):

This will be used in the prompts for each AI agent so they have context on who they are working for.

This improves the AI’s performance as it has more understanding about your company.

Without this, the AI doesn’t know if its a support agent for a B2B logistics company or a B2C clothing company (who will get very different support questions).

Where possible, don’t let the AI guess! Just as with human employees, you wouldn’t make them guess what company hey are working for, you would tell them and bring them up to speed. Do the same for your AI employees!

Example: For Clerk Chat, we write:

Company name:
Clerk Chat

Company overview (1-4 sentences):
Clerk Chat makes every business conversational through AI. Clerk Chat enables businesses to provide 24/7 conversational messaging across multiple channels, using AI to perform sales, marketing and support roles in your business. By integrating with tools like Salesforce, it delivers personalized, concierge-level service at a fraction of the cost of traditional support systems. Clerk Chat enables any business to become conversational with their clients through AI, over SMS.

High-level logic in Figma

Here is an outline of the high-level logic of the FAQ Clerk laid out in a logic diagram in Figma.

These are the nodes we’re going to build in Clerk Chat.

Detailed logic in Figma

Here is the same diagram with added detail. This diagram includes the properties that will be set in the Clerk Chat Agents editor.

When building Agents, it is good practice to outline these first on Figma to ensure the logic makes sense.

Here’s a detailed breakdown of the FAQ agent.

Build in Clerk Chat

Now we have the logic mapped out and our knowledge base built, we can build this complete agent in Clerk Chat Agents section.

Checklist to build in Clerk Chat. Have I got…

• Knowledge base?

• Company information written out?

• FAQ Template (below)?

Let’s build!

Watch this video for a walk through on how to create your FAQ AI Agent.

The template

Conclusion

You have successfully built an FAQ Clerk that will answer your FAQs! Its key to remember that this Clerk is ever-evolving.

Weekly checkins are recommended to see where the gaps in the Clerk’s knowledge are. If you identify a gap (a missing FAQ), simply update the knowledge base and re-upload it.