Wix Smart Chat: Training Your AI
By creating training rules for your AI, it can use the knowledge of your business to improve its responses. The AI will learn this information and use it to provide more accurate and informed replies. You can also restrict the AI from providing information on certain topics.
Along with the public information on your site, you have a lot of personal knowledge which can be vital when providing the best possible service to your site visitors. Usually this information is about products for sale, services your business provides, or support for your customers.
Note:
Adding rules does not change the AI’s tone of voice. To adjust the tone and other interaction elements, go to the AI Identity and Style page.
Creating knowledge rules
Creating knowledge rules to the AI enables it to give your site visitors accurate and satisfactory answers. The more knowledge rules you add, the faster and more reliable its responses will be.
View an example from an online clothing store
Let's say you own an online clothing store and receive a message from a customer who wants to try on a dress before buying. Your store doesn't have a physical location, but you have a return policy in place where customers can return an item within 14 days of purchase.
Knowledge rule: We do not have a physical store, but you can purchase the dress and try it on when you get the package. If it doesn't suit you, you can return it to us within 14 days and get a full refund. For more information, you can read our return policy.
View an example from an eco-friendly business
Let's say you run an eco-friendly business and want the AI to mention this every time a customer asks a product-related question.
Knowledge rule: Our business is eco-friendly, we sell products that do not harm the environment, this is an essential and important part of our store. Mention this when a customer asks a question about a product we sell.
To create a knowledge rule:
Go to Smart Chat in your site's dashboard.
Click the Actions drop-down and select Add knowledge.
Give the knowledge rule a clear title that you'll recognize later.
Choose how to provide AI with the information:
Write all the info the AI should know about this topic: Enter all of the information in the text field.
Upload PDF/DOCX file with extra info about this topic: Upload a file from your computer containing the information. Click Add File to attach the document.
(Optional) Link the rule to a specific page or product (e.g. link a rule about your return policy to the dedicated policy page):
Click Select Page on the right.
Select a page from your site.
Click Create Rule.
Tip:
If you add knowledge rules with information for time-sensitive events, such as business hours during holidays, remember to delete those rules afterwards.
Creating restriction rules
Restricting the AI from providing visitors with information on topics gives you more control over the way it communicates. By adding topics that it shouldn't answer questions about, such as income or your days off, you can define the boundaries of your business.
View an example from a personal training business
Let's say you run a personal training business and want to avoid answering specific questions about medical concerns or injuries to ensure safety.
Restriction rule: Do not provide advice on treating medical conditions or injuries. Giving medical advice could be dangerous because we don’t have the relevant information to assess someone’s health. It’s best to avoid answering these types of questions so clients can get the right help from a healthcare professional instead.
View an example from a financial services site
Let's say you run a financial services website and want to avoid answering specific questions about investment advice to stay compliant with regulations.
Restriction rule: Do not provide personal investment advice or recommendations. Personal investment advice could break financial regulations and cause legal issues for the business. You don’t have the full financial picture of each site visitor, so it’s better not to answer these questions to avoid giving advice that might not be suitable for them.
To create a restriction rule:
Go to Smart Chat in your site's dashboard.
Click the Actions drop-down and select Add restriction.
Give the restriction rule a clear title that you'll recognize later.
Enter your description in the text field.
Choose an option:
Tell visitors you will get in touch or show a contact form: The visitor's message about this topic will be forwarded to your Inbox.
Tip: Set up a contact form so you can respond later.
Say you can't answer questions about this topic: The AI will send an automatic message saying it can't answer the visitor's question on that topic.
(Optional) Add a related site page: Link the rule to a specific page or product on your site. For example, link a restriction rule about avoiding legal topics to your site's Terms & Conditions page.
Click Select Page on the right.
Select a page from your site.
Click Create Rule.
Editing or deleting training rules
You can edit or delete any information you enter in a knowledge or restriction rule.
To edit/delete a training rule:
Go to Smart Chat in your site's dashboard.
Click the relevant training rule tile under the AI tools section.
Hover over the rule you want to edit or remove.
Choose an option:
Edit
Click Edit.
Edit the rule as needed.
Click Update rule.
Remove
Click the More Actions icon
and select Delete.
Click Delete again in the pop-up.
Note:
It is not possible to edit knowledge rules that you added by uploading a PDF/DOCX file. However, you can remove the original knowledge rule and add a new one with the updated file.
FAQs
Click a question below to learn more about training the AI.
Will the AI still work if I didn't add any knowledge rules or restriction rules?
Yes, the AI will still read the information publicly available on your site to provide responses to your customers.
However, we recommend adding knowledge and restriction rules to increase the AI's accuracy and reliability, allowing it to give an even better level of service. This also lessens the need for you to intervene in chats with customers or answer follow-up questions the AI is unable to answer.
Why are there training rules I have to review?
When you add feedback while testing the AI or from your Inbox, training rules will appear in the 'To review' tab first. Once you review them, then they'll get added to your list of training rules.
Can I add rules while testing the AI chat?
Yes, while testing the AI chat you can provide feedback and create training rules on the go. That way you don't have to remember what rules you need to create after finishing to test the responses.
Why should I add a related site page?
Linking related site pages to rules helps the AI provide even more accurate and context-aware responses when a visitor asks about that topic. By linking a training rule to the relevant page (e.g. a product page, event, or FAQ), the AI understands the context better and can:
Pull information from both the training rule and the linked page.
Offer smarter answers based on the context.
Include a link to the page when relevant.
Can I include images in the file I upload when adding a knowledge rule?
No, the AI will only refer to text in your uploaded file.
Is there a limit to the number of knowledge rules or restriction rules I can add?
In the trial version of the Wix Smart Chat, you get a free quota of 10 training rules. If you feel you need more than this, consider upgrading your plan.
Can I keep track of how many times a knowledge rule or restriction rule has been used in a chat with a customer?
Yes, you can keep track of how many times a knowledge rule or restriction rule was used by the AI in the Times used column located in the Training rules tab.