Ravenna can use knowledge sources like Google Docs, Coda, Confluence, Notion, web page scraping, and even Slack itself to suggest responses and automatically answer questions. To set this up, just click Knowledge on the left nav:
To add a knowledge source, just click "+Knowledge" on the top right and select knowledge source to integrate with:
Once you have a knowledge source document selected, Ravenna will then import that document and make it available for AI answers:
When the status of importing your docs says "Done" they are ready for Ravenna to use as an automatic-answer reference.
To produce automatic answers to questions in a particular channel you can enable the feature in your queue settings:
You can enable automatic answers in request channels where you also create tickets, or you can enable it in a request channel that is setup to be a specific bot-response-only channel. How you set it up will depend on your use case and situation, so reach out to us if you'd like some assistance and we'll be happy to help. Just grab some time with us by scheduling a call on the 'demo' button on the top right side of ravenna.ai
Now that you have answers enabled, go ahead and ask a question in that channel. To produce a response, you'll want to ask a question that's related to the content you uploaded, as Ravenna will not respond to questions where we have no content. For this example, let's ask about our ray gun:
The first thing you'll notice is the robot emoji applied to the question. This shows that Ravenna is working on finding an answer to this question. If no answer is found, you'll see the bot icon remove itself in just a moment and a reply asking if you'd like to make a ticket:
If an answer is found, Ravenna will produce a response and link to the sources:
Ravenna defaults to a more conservative approach here - if it's not totally clear what the answer is, we default to not responding instead of trying to respond with what could be the wrong answer.
If the end user selects a thumbs down on 'was this helpful?', Ravenna will automatically create a ticket to get a human involved for some assistance.
Next up, let's take a look at customizing and reporting in the Ravenna web app. First, a walk through Request Types.