By changing the 'Impact of user feedback to Effective Confidence' value under FAQ configuration, you can let customers' FAQ selections affect future FAQ search results. Let's see how it works.
First, go to the FAQ > Q&A and click the configuration icon to open FAQ configuration. Scroll down to Impact of user feedback to Effective Confidence.
The default value is zero (slowest), which means the customer's selection doesn't affect the FAQ search results. Adjust the value. You can also reset all Effective Confidence values here.
Now let's see how it changes the search result. When you enter a question in the search bar under Q&A, you'll see the preview result for FAQ search with Confidence and Effective Confidence.
Confidence is how similar Alli's AI thinks the FAQ is with the search query, before any feedback from customers. Effective Confidence is the adjusted value of Confidence upon customers' FAQ selection. You'll see the Effective Confidence increases if customers select the FAQ upon similar search queries, and decreases if customers choose 'None of the above' when the FAQ was displayed as one of the options.
Since the FAQ with the highest Effective Confidence is displayed first, you'll see that the order of the options changes as the Effective Confidence changes. If Effective Confidence is high enough and is above the Direct Answer Threshold, that answer will be directly served to the customers upon similar search queries.
How smart! Please remember that the selection in the chatflow preview also affects the Effective Confidence. It means that if you don't like some FAQ search results, you can adjust the result by "teaching" the AI in the chatflow preview.