Learn how to automate requests

Updated 4 weeks 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!

Help Spoke learn more by:

  1. Asking a similar question in natural language from Slack or Email.
  2. Adding the same answer again by clicking Search KB instead of Google DriveFile, Link, or Text.
  3. in Slack, if Spoke answers with the Knowledge resource you created, reply "Yes"!

What's happening in the background?

By assigning a team and responding to a request with an 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.

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


How did we do?