Important
This feature is still in BETA stage and is only enabled for certain Organizations or CIDs.

Now Mekari Qontak Omnichannel presents a feature called Ask Airene which will help you as an Agent to provide automatic responses to clients. With Ask Airene, you will get direct experience using AI and switch from responding manually to automatically by getting partial assistance from AI.

In the following tutorial, you will learn everything from how to add Conversation history as AI knowledge to the process of interacting with Ask Airene in the conversation room of the Inbox Omnichannel menu. See more about the implementation flow below.

A. Adding Conversation History as a Source of Knowledge for Airene

The implementation of Ask Airene can be started by adding Conversation History. This aims to get more information through conversation history so that Airene can learn more about it. Here are the steps.

1. Log in to your Omnichannel account, then select the Ai Resources menu.
2. Then, click “Add source”.
   
3. After that, choose “Conversation history” tab.
   
4. Next, select the Agent whose conversation history will be selected as a source of knowledge for AI to learn.
   
   

   - Conversation history will be studied by AI starting from the last 3 months since the conversation history appeared.
   - The more accurate the conversation conducted by the Agent, the more accurate the information learned and obtained by AI.
   - You can select more than one Agent to add knowledge to AI (without validation).

5. Then, click “Save”.
   
6. After that, the following notification will appear stating that the conversation history is being processed to be studied by AI. You are asked to wait a few moments while the status is in the 'Processing' stage.
   
   

   - The knowledge creation process for AI usually takes a lot of time because it depends on the conversation space that the Agent previously handled. (usually can reach up to 1 and a half hours). - You can only create one source from Conversation History. If you want to update the knowledge (in this case choosing a different Agent), for now, the user must delete the conversation history knowledge first, then resubmit/re-add the knowledge with the updated Agent.

7. Next, after the status changes to 'Active', the AI ​​has successfully absorbed the information contained in the conversation history.
   

B. Interaction with Ask Airene in the Conversation Room in the Inbox Menu

After adding Conversation history as knowledge for AI, you can automatically experience interacting with Ask Airene in the Conversation Room in the Omnichannel Inbox menu. Check out the full explanation below.

Important
Here are the things Airene can do in a conversation:
1. Display suggested answers based on customer questions.
2. Respond to questions according to trained knowledge with the following conditions:
- Only questions related to the conversation can be answered.
- Airene will see answers from trained data (PDF, URL, or Conversation history).
- If Airene cannot answer the question, a content message will be displayed stating that Airene cannot find the answer (this condition is different from Chatbot AI).

1. Open the Inbox menu in Qontak Omnichannel.
2. Then, on the right (next to the contact information), click the Ask Airene symbol to access the panel.
   
3. In addition, you can also access Ask Airene via the button located at the bottom of the customer chat. This will trigger Recommended questions where Airene will detect customer messages to create questions. After that you can start interacting with Ask Airene until the room is resolved.
   
4. To use a suggested question that has been created, click the arrow button on the Recommended question.
   
5. When addressing inquiries, Airene can provide the source of its answers.
   
6. You can also use Airene's answer to answer customer questions by clicking "Use Response" so that the answer will be displayed in the conversation box.
   
7. You can also ask Airene follow-up questions periodically. The panel on Airene's side will only be active until the room is completed.

This is how Ask Airene is implemented on Mekari Qontak Omnichannel.