Learn how to automate requests
In this article, we're going to teach you how to train Spoke with two quick steps.
- Make a request
- Answer that request by creating a knowledge base resource
Make a request
From any page on Spoke, navigate to the "request bar" and type in a commonly asked question. Click enter on your keyboard or click "Start a new request."
Since you haven't added any answers yet, Spoke will ask you if you'd like to create a request. Select "Yes." This will send you into an expanded review of your request.
Add a knowledge base resource
- Beside "Write a reply", click on the "+" button.
- Choose to add a Google Drive item, File, Link, or Text. Click Search KB if you know the answer already exists.
- Enter your answer and make sure to add keywords.
- Turn on Automate this reply. Since you asked the question Spoke assumes you don't know the answer, so this is automatically switched off.
- Click Add.
- On your keyboard, press "enter" to send the answer to your request.
- Click the checkmark on the upper right to resolve the request.
Try making the same request again; let's see how Spoke does!
Help Spoke learn more by:
- Asking a similar question in natural language from Slack or Email.
- Adding the same answer again by clicking Search KB instead of Google Drive, File, Link, or Text.
What's happening in the background?
By assigning a team and responding to a KB article, Spoke learns to answer just like you do. Spoke works by comparing language and keywords.
Keywords from each team are associated with keywords from each incoming request. Through this matching (and a little machine learning) Spoke learns which pieces of knowledge to use.