Alli can answer customer questions even when there are no relevant FAQs added in the database. Our customers asked us if Alli could answer directly from documents uploaded using our MRC feature (Alli User Guide - Fill the answer directly from your documents with MRC), and we equipped Alli with this feature.
To use this feature, you must have at least one enabled document uploaded under the DOCUMENTS tab in the Knowledge Base menu.
To activate this feature, check 'Allow direct answer from documents' checkbox in the FAQ node. If you want to set a different chat route for answering from documents, check 'Set actions when the answer is found from documents'.
Please remember that finding relevant Q&As from the existing FAQ database will always have a priority over this feature. We would recommend going to the FAQ configuration and setting the Question similarity threshold a bit higher than the default value of 0.4 if you prefer seeing Alli's answers from the documents more often. If there is any FAQ candidate that has a higher Score than the specified threshold, this feature will not be triggered and the candidate with the higher threshold will be shown to the customer.
Alli will search for the answer from the documents uploaded when there are no relevant Q&A pairs in the FAQ and will show the result with the link to the source document.
The question and the answer will be added under the CANDIDATE tab so that you can easily add them to the FAQ later.