Convi's AI assistant becomes more effective as it learns about your store, products, and policies. Understanding how the AI gathers and uses information will help you train it to provide the best possible customer experience. This guide explains the key knowledge sources the AI uses and how you can manage them.
The Three Core Knowledge Sources
Convi's AI draws on three primary sources of information to answer customer questions accurately. Each source serves a different purpose and contributes to the AI's overall knowledge and on-brand voice.
Custom Instructions: This is where you define your brand's personality and core business rules.
Knowledge Base: A collection of detailed information, such as FAQs, policies, and product details.
Product Catalog: Your Shopify product data, which allows the AI to answer product-specific questions.
1. Custom Instructions: Defining Your Brand Voice
The Custom Instructions section is the foundation of your AI's personality. Here, you provide high-level context about your business, customers, and brand voice. Clear and detailed instructions ensure the AI sounds like you and understands the nuances of your store.
To configure your custom instructions, navigate to the AI Agent section in your Convi panel and click on the Assistant Behavior tab.
ℹ️ Note: Think of Custom Instructions as a cheat sheet for the AI. It should include details like what you sell, who your target audience is, your shipping and return policies, and how you prefer to communicate with customers. |
In this section, you can set:
Assistant Name: The name your customers will see when interacting with the AI.
Tone of Voice: Choose from Friendly, Casual, Professional, or Enthusiastic.
Custom Instructions: Provide detailed, on-brand guidelines for the AI to follow. You have a 5000-character limit to be as descriptive as possible.
2. Knowledge Base: Building a Library of Information
The Knowledge Base is where you build a comprehensive library of answers to common customer questions. You can add information from various sources, including your store's policies, frequently asked questions (FAQs), and other custom content.
You can manage your knowledge base by going to the AI Agent section and clicking on the Knowledge Base tab. From here, you can add new knowledge, filter existing entries, and see the source of each piece of information.
💡 Tip: A robust knowledge base is the key to a high-performing AI. Regularly review your "Optimize" tab to identify and fill knowledge gaps based on real customer inquiries. |
The more information you provide, the better equipped the AI will be to resolve customer issues without needing to hand over to a human agent.
3. Product Catalog: Answering Product Questions
Convi automatically syncs with your Shopify product catalog, giving the AI deep knowledge of your products. This allows the AI to answer a wide range of customer questions, such as:
"Do you have this in a different color?"
"What are the materials used in this product?"
"Is this item in stock?"
⚠️ Important: For the AI to provide accurate product information, your Shopify product listings must be up-to-date and detailed. Ensure your product descriptions, variants, and inventory levels are correct. |
This integration is automatic, and you don't need to do anything to enable it. The AI will always have access to the latest product information from your store.
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