Learn how to automate your requests

Updated 13 hours ago by Andrew White

In this article, we're going to teach you how to train Spoke with two quick steps.

  1. Make a request
  2. 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

  1. Beside "Write a reply", click on the "+" button.
  2. Choose to add a Google Drive item, File, Link, or Text. Click Search KB if you know the answer already exists.
  3. Enter your answer and make sure to add keywords.
  4. Turn on Automate this reply. Since you asked the question Spoke assumes you don't know the answer, so this is automatically switched off. 
  5. Click Add.
  6. On your keyboard, press "enter" to send the answer to your request.
  7. Click the checkmark on the upper right to resolve the request.

Repeat

Try making the same request again; let's see how Spoke does!

Remember: Spoke learns from every interaction.

Help Spoke learn more by:

  1. Asking a similar question in natural language
  2. Adding the same answer again by clicking Search KB instead of Google DriveFile, Link, or Text.

What's happening in the background?

By assigning the request to a team and using a KB article to respond to the request, Spoke will associate all the keywords in your question with all the keywords in your answer and team. Each time you resolve a request; the confidence score for your knowledge base resource increases. This tells Spoke that this is the right answer and to use it again.

If you'd like information on how to set up additional teams, head over to our article on teams.


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