{"versionId":"26af5c47-867d-44f8-8b25-08ddcf26d5eb","articleId":"c354740f-03bd-43eb-a450-08db617cc19d","title":"GPT-enhanced conversation","tags":["GPT","All articles"],"content":"

Supercharge your chatbot with GPT4-powered understanding of conversational context.

In this article...

How does GPT enhancement work?
An example of GPT enhancement
Enquiry routing\n
- Further reading
\n
Are there any risks with using GPT enhancement?
How do I enable GPT enhancement?
Does Helpfruit have other AI features?

Sometimes we don't repeat essential context every time we ask a question (or even the first time we ask it). This can leave chatbots struggling to understand what we mean.

GPT enhancement adds to the AI features already built into Helpfruit, to help plug that gap between what your customer types in chat and what they mean.

How does GPT enhancement work?

If your customer asks a question and your chatbot doesn't have a good match in it's Q&A knowledge, it can get some AI help ⚡️

Our custom prompt provides GPT4 with:

Your customer's question
Up to 5 preceding questions (the conversational context)
Some information about your business and your chatbot's role (the business context)
Any additional enquiry routing information and examples you have specified (e.g. to route any questions on a specific topic to a specified answer - see more info on this below)

With this info, GPT4 may be able to enhance your customer's question. It will then ask this re-worded question, and see if it finds a better Q&A match.

If it does find a better match, it will provide the relevant answer or \"did you mean\" answer.

If it doesn't find a better match, Helpfruit's usual did you mean and no answer processes apply - including your contact form or live chat, depending on your bot's configuration.

An example of GPT enhancement

A customer has asked the EVA bot \"how to intergrate with teams\". With GPT enhancement, the bot gets additional context that helps it to understand the question and provide a relevant answer.

Click the AI button in Q&A insights to see how AI has enhanced the conversation.

The AI enhancement to the original question is indicated in red. This is only visible in the portal - it's not something that your bot user will see. For them the experience is seamless.

Enquiry routing

Sometimes, you may want to answer any question about a specific topic, or with a specific sentiment, a certain way. GPT enhancement can help with this too, by detecting the topic/sentiment in the question, and specifying the preferred way to route that question. Here are some examples:

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n

Type of question	Answer
Offensive language	“I can't respond to that. I'm here to answer questions about [bot scope]\"
Threatening comment	“I am unable to provide you with information on that topic. Please only ask me questions that are directly related to [bot scope]\" Also triggers a form behind the scenes.
Enquiry about an address outside the organisation's jurisdiction (e.g. in a neighbouring district)	\"[district] is outside of my area of expertise. Contact [district] for more information.\"

Are there any risks with using GPT enhancement?

The only answers provided via GPT enhancement are those already created and curated by you in the Helpfruit portal. AI is just used to enhance the question. This means that your bot can't \"go rogue\", \"hallucinate\" or make things up. It can only answer with your content.

You have full visibility of the AI intervention in the Helpfruit portal - so you can monitor how GPT is enhancing the user's question, and make tweaks accordingly.

We use the OpenAI API to power this feature. This means that any data submitted in chat is NOT used to train OpenAI models or improve OpenAI’s service offering. Please refer to Open AI's API data usage policies for more information.

How do I enable GPT enhancement?

Contact us to get started. It's helpful if you provide us with a brief summary of your bot's role - eg \"Bot answers HR and IT helpdesk questions for software company ACME solutions\"

If you're keen to use GPT enhancement for enquiry routing, tell us a bit more about that too.

We'll come back to you if we need more information. We will use this information to write a custom prompt for your bot, and will then enable the feature. GPT enhancement can be disabled on request if you decide at a later date not to use it.

Does Helpfruit have other AI features?

Yes. We also have assistant answers - an AI assistant trained on your content to provide backup when your chatbot can’t find a relevant published Q&A answer. Learn more

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