Flash Responses

In the event of a fallback, Flash Responses allows partners to respond to contacts immediately with generative answers based on their website and approved answers.

If the AI is not confident that it can generate an answer based on the information stored, it will then send the original fallback response.

Included Knowledge Sources

The AI will attempt to reference known Knowledge Sources including:

• Organization Attributes
• Web Scraped Content
• Approved Answers in your KB

For more info on adding Knowledge Sources, see this article.

Benefits of Flash Responses

There may be critical information on your website that isn't found in your KB. By enabling Flash Responses, contacts may still be able to receive answers to their questions, even if they answer is not found in the Knowledge Base.

Additionally, if your KB includes an answer but it doesn't match due to potentially missing fuzzy questions, Flash Responses may be able to retrieve and use the correct answer during the conversation.

What Happens if the AI Can't Answer?

If the AI cannot answer based on the websites you've scraped or the approved answers in your KB, then the contact will receive the original fallback response they would've received if Flash Responses was not activated. See the diagram below for a visual of how the process works:

Enabling Flash Responses

Flash Responses is an experimental feature in beta testing. To enable this for your institution, please reach out to your Partner Success Manager to learn more and activate it.