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Early access: Ray will answer from the knowledge each business publishes. Request access
Ray
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Step-by-step guides to go live with Ray

From preparing the knowledge to measuring what Ray resolves, in four stages. Each guide builds on what the console lets a team set up.

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Early access with hands-on help from the team. Ray is in development.

Sample content. The guides illustrate the format and the planned topics. The full texts and reading times will be published with early access.

The four stages

  1. Stage 1Prepare the knowledgeRay will reply only from what is published and current: the work will start with the articles.4 guides
  2. Stage 2Set up RayThe business will define in the console how Ray will work, and will test every reply before it goes live.4 guides
  3. Stage 3Launch in stagesFrom paused mode to autonomous, with a share of customers that will grow and a way back.4 guides
  4. Stage 4MeasureWhat Ray resolved, what went to a person and what still has no source.3 guides
Stage 1 of 4

Prepare the knowledge

Ray will reply only from what is published and current: the work will start with the articles.

  • Write articles Ray can follow

    One procedure per article, short steps and the exact names of menus and buttons.[n] min read

  • Import knowledge from the current tool

    The export will become drafts with a cleanup report; nothing will be published without review.[n] min read

  • Upload files to knowledge

    The md, txt, html, pdf and docx formats, and which text can be searched as soon as it is uploaded.[n] min read

  • Validity and conflicting articles

    Expiry dates, version history and what will happen if two articles contradict each other.[n] min read
Stage 2 of 4

Set up Ray

The business will define in the console how Ray will work, and will test every reply before it goes live.

  • Define the business’s own sensitive topics

    The default base cannot be turned off; how to add the business’s topics and the holding message.[n] min read

  • Set the widget’s language

    Latin American Spanish, English or Brazilian Portuguese, and the fixed line for other languages.[n] min read

  • Write the tone instructions

    Short instructions, such as addressing the customer formally, without leaving the published knowledge.[n] min read

  • Build the test cases

    Real questions and what Ray is expected to do: resolve with a source, clarify, say there is no source or hand off.[n] min read
Stage 3 of 4

Launch in stages

From paused mode to autonomous, with a share of customers that will grow and a way back.

  • Install the widget and the allowed origins

    One script, no secrets, and the list of origins where it will load.[n] min read

  • Sign the customer’s identity

    A short-lived identity signed by the business’s server; without a signature, the customer will be anonymous.[n] min read

  • Run in parallel

    Ray with one group of customers and the current tool with the rest, in two inboxes.[n] min read

  • Use the rollback switch

    How to send new sessions back to the previous chat and how to stop automatic replies.[n] min read
Stage 4 of 4

Measure

What Ray resolved, what went to a person and what still has no source.

  • Read resolutions and handoffs

    What will count as a resolution and how to review the reason for each handoff.[n] min read

  • Turn content gaps into articles

    Questions without a source, grouped by topic, with a suggested article to review.[n] min read

  • Review regressions after a change

    What to do when a change is put on hold because a case got worse.[n] min read

Go-live checklist

What is worth having ready before the first stage with customers.
  • Knowledge published and reviewed, with validity dates where needed
  • The business’s own sensitive topics added to the default base
  • The business’s test cases passing, including the sensitive-topics floor
  • Widget language, team hours and the after-hours notice set up
  • Allowed origins and an identity signed by the business’s server
  • Initial stage and traffic share defined, with the rollback switch tested

Prepare the go-live with the team

Early access will include guidance from the team that builds Ray at every stage, from knowledge to measurement.

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