ClaudIA allows for the segmentation of content for different aspects of your business through the functionality of segmenting IDs by 'topics'.
For example, we can have a specific topic for customers in the 'RETAIL' segment.
Through an Eddie flow, we can:
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Automatically query a customer attribute in the helpdesk or back office, without the need to ask them directly (as demonstrated in the image below).
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Ask the customer (if the information is not available automatically) about the segment they belong to or about the topic of interest.
When Eddie detects that the customer belongs to a specific segment, the conversation will only use the content registered for that segment. In the example below, the response provided was based on the content of the 'RETAIL' topic:
By auditing the response, we can see the topic of the section that was used:
To filter, edit, or create new content in topics, the Content screen can be used:
Use of the "DEFAULT" Topic
The "DEFAULT" topic stores content common to all segments. For example, generic questions like: "What services does your company offer?".
Scenario Examples
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At the beginning of the conversation, before a topic is selected by Eddie, only the content from the "DEFAULT" topic is used.
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After selecting a specific topic, such as "RETAIL", the system will only use the content from the "DEFAULT" and "RETAIL" topics to respond to the customer.
This topic can be configured on the following Eddie screen:
Final Considerations
Currently, for a topic to be added to the IDS sections, it is necessary to request a Clouder to register the topics in the database beforehand. In the future, we intend to provide a screen for clients to manage their own topics in a self-service manner.