Guide to Creating Initial Content for ClaudIA

🤖 What is ClaudIA?

ClaudIA is the generative AI customer service agent from Cloud Humans. It was created to answer customer inquiries with greater agility and empathy, using a content database from your company.

It is powered by language models (LLMs) and trained with content extracted from tickets, FAQs, and documents provided by your team. As a result, it can interpret messages and respond based on the registered content.

🧩 How does ClaudIA respond to requests?

ClaudIA operates based on pairs of question/title and answer, which we call IDS (Intelligent Data Semantics). Each IDS is a piece of content that can be triggered whenever a customer asks a similar question.

1. The customer sends a request.

2. ClaudIA performs a semantic search in the IDS database.

3. It identifies the most relevant content and responds based on it.

Each piece of content in ClaudIA's database is registered by section (which we call IDS). For each IDS, we configure:

• The question/title: which is how the customer should trigger that content.

• The answer: which will be sent when the question is asked.

• The type of content: which can be:

  • N1: when ClaudIA responds alone;

  • N2: when the ticket needs to be directed to a human attendant;

  • Interactive: Activates automated flows, such as queries to spreadsheets or APIs, using Eddie.

• The tag: used to categorize the service.

If the chosen type is Interactive, it will be possible to select the corresponding interactive flow that will be activated from that IDS/section.

🏷️ What is a TAG? How does it work?

Each IDS content receives a tag, which is used to categorize the service. The Tagger is the mechanism of ClaudIA that automatically defines the final tag of the ticket.

How it decides:

1. Identifies which IDS content was used with the most relevance.

2. Applies the corresponding tag:

   • If it is N2 content → uses the tag from the section that overflowed to N2.

   • If it is Interactive content → uses the tag from the section that triggered Eddie's flow.

   • If it is N1 → uses the tag from the most relevant content of the ticket.

   • If no content is used, the tag will be NO_TAG.

3. The tag must be written in lowercase, without accents, without "ç" and separated by underscores (e.g., incomplete_certificate).

4. The tag is used to generate reports and service metrics.

🧼 How do we create the content database?

1. We extract tickets from your helpdesk (25% of the average volume).

2. We clean the content by removing duplicates.

3. We cluster questions into similar groups (to avoid duplicates), so we know the most common questions asked by customers.

4. After extracting the questions, we build answer suggestions based on:

   1. Answers provided by agents in the tickets.

   2. Additional provided content (FAQs, training, etc).

5. We generate a Google Sheets with the suggested questions and answers.

6. You validate this content in Sheets, reviewing:

   • If the question is clear and specific

   • If the answer is correct and up-to-date

   • If the content is useful or irrelevant

   • What is the correct tag for that content

   • What the type is: N1 or N2

📋 Best practices for creating or validating content

• Avoid overly broad questions/titles. Example:

  ❌ Can I change the order?

  ✅ Can I change the purchase order after issuance?

• Do not use greetings in the responses. ClaudIA does that automatically.

• Avoid creating duplicate sections. This confuses the model and harms performance.

• Use clear and well-written questions/titles. Correct spelling.

• Prefer to direct lengthy instructions to external links. Example of a response that directs to FAQ:

  You can renew your certificate by following the step-by-step available at the following link: [link].

• You can include specific instructions for ClaudIA directly in the IDS question/title. Example of a question with specific instruction:*
  [If you decide to use the answer below, always send it complete without changing anything] How to request a refund?*

• Make variations of questions/titles within the same section/IDS. Example of how to structure:

  I don't have an ID at the moment, can I still participate? / I will not have my RG on the day, is it okay to go like that? / If I am without identity, is entry still allowed?

📄 Template for content creation/validation

Use this link to access the spreadsheet template used in the creation/validation phase:
🔗 Content Validation Template