Recruitment Marketing Public

The AI Chatbot Assistant is a vital part of your Talent Acquisition team - helping candidates find answers to their questions, helping them track down the ideal role within your organisation, or perhaps simply helping them to connect with you by joining your talent network.

Whilst the AI Chatbot Assistant is automatically taking care of this, your time is freed up to work on higher value activities, focusing your attention on your candidates and other stakeholders in the Talent Acquisition process, and delivering excellent experiences to those who interact with your employer brand.

This article focuses on how to enable your AI Chatbot Assistant to deliver AI-generated responses to frequently asked questions from your candidates. 

Other related articles:

• Configuring your AI Chatbot Assistant
• Enabling your AI Chatbot Assistant on your career site

How the AI Assistant generates answers

The AI Chatbot Assistant utilizes innovative AI technologies to deliver accurate responses to frequently asked questions from your candidates.

It is vitally important that the information that the chatbot shares with your candidates is correct, up to date, and delivered in a tone that fits with your organisation's branding.

We've chosen technologies that help ensure that you can let the AI Chatbot Assistant do the heavy lifting on those candidate questions, secure in the knowledge that the responses being provided are timely and accurate.

Populating the Chatbot's knowledge base

In order to maintain a high level of accuracy in terms of the replies generated by the AI Chatbot Assistant when responding to candidates' questions, we need to populate the chatbot's knowledge base with relevant information about our organisation, our processes, etc.

There are two methods, which can be used independently or in combination, to populate the chatbot's knowledge base:

• FAQ Library
• Career Site Content.

The configuration of these options, along with some considerations around their usage, is discussed below.

FAQ Library

The AI Chatbot Assistant can be configured to utilise the same Frequently Asked Question (FAQ) library functionality that you may have previously used to display blocks of FAQs directly on pages within your career site. For more information on managing FAQs for that purpose, refer to Managing lists of Frequently Asked Questions.

Choosing to populate the chatbot's knowledge base via structured questions and answers supplied via the FAQ Libraries allows a high level of control in terms of providing specific data to the chatbot to help it formulate its replies to candidates' questions. However, this approach does require a level of initial effort in terms of populating the library with relevant information, ongoing maintenance to add new information or tweak existing information over time, and there could be some level of duplication in terms of information that already exists on your career site landing pages, blogs, etc.

For some suggestions on content that you may like to add to your FAQ library, refer to Building an FAQ library for your AI Chatbot Assistant.

The following section provides information on creating FAQ libraries to support the chatbot.

Creating lists of FAQs

To create a new list of FAQs:

1. From the side menu, under Content, click Careers Website.
2. Within the Career Website section, from the top menu, select FAQs.
3. On the FAQs page, click the New button in the top right.
4. Complete the following information:
   1. Name: This is the friendly name used to identify this list of FAQs.
   2. Header: This is the title that will be presented above the FAQ block if it is presented on a web page on the career site.
   3. Subheader: This is explanatory text that sits between the title and the first question when it is presented on a web page on the career site, allowing you to provide further context on the list of FAQs.
   4. Integrates with Chatbot: Check this box to make the FAQs within the library available to the chatbot.
5. Click Save.

Adding or Managing questions and answers

1. From the side menu, under Content, click Careers Website.
2. Within the Career Website section, from the top menu, select FAQs.
3. From the list of available FAQs, click the link under the Questions column in the table to select that particular list.

To add a new item:

1. Click on New.
2. Complete the following information:
   1. Question: This is the text of the question that the candidate may ask (e.g. Do you offer part-time opportunities).
   2. Answer: This is the standard answer to this particular question.
3. Click Save.

To edit an existing item:

1. Click the edit icon against the item you are looking to update.
2. Update the content of the question and/or answer as appropriate.
3. Click Save.

Other options available:

• Items can be archived if they are no longer needed as part of that list of FAQs. The item can later be unarchived.
• The ordering of the items when they are displayed on a web page on the career site can be amended by clicking the relevant up/down arrow.

Careers Site Content

You can choose to make some or all of the content on your existing Recruitment Marketing powered careers site available to the chatbot to populate its knowledge base.

Whilst this option can be used in conjunction with the FAQ Libraries, it also potentially provides an alternative approach that requires less specific maintenance, as it takes advantage of the efforts you have already invested into building out the engaging and informative content on your career site.

When enabled, the chatbot essentially crawls the content on your career site, in much the same way that search engines may crawl your site, and it populates its knowledge base based on the information it finds on the web pages.

As the chatbot is interpreting the information it discovers on your career site pages, in comparison to the use of FAQ libraries, there is a somewhat increased chance of that information being incorrectly interpreted by the AI technology, and you should be mindful of that when choosing this option.

When crawling the pages of your career site, the chatbot will only crawl pages that sit within the actual careers site domain or subdomain.

For example, these pages would be crawled:

• https://careers.company.com/benefits
• https://careers.company.com/locations

However, even if they are linked directly from pages within your career site, pages such as these would not be crawled:

• https://www.company.com/employment/benefits
• https://www.company.com/locations

Once enabled, if the AI Chatbot Assistant is not able to answer a specific question, you should validate that the appropriate information is available to the chatbot via content on your career site pages.

Enabling AI responses

Once you have chosen how you would like to populate the chatbot's knowledge base, and if appropriate, created relevant FAQ libraries, you can then enable the AI Chatbot Assistant to respond to candidate questions.

1. From the side menu, under Company, click Settings.
2. Under Miscellaneous, click Chatbot.
3. Click the tab labelled AI Replies.
4. Under the Data Sources heading, you will have the following options:
   1. FAQs: To enable the chatbot to respond with information sourced from your FAQ libraries:
      1. Click the edit (pencil) icon under Actions on the row labelled FAQs.
      2. Check the Enabled checkbox.
      3. Click Save.
   2. Career Site Content: To enable the chatbot to respond with information sourced from your career site:
      1. Click the edit (pencil) icon under Actions on the row labelled FAQs.
      2. Check the Enabled checkbox.
      3. Select the types of career site pages to include:
         1. Landing pages
         2. Job pages
         3. Discussion pages
         4. Blog pages
      4. Click Save.

The main Chatbot AI replies page will show whether AI Replies are currently enabled or disabled.

If you are enabling AI responses for the first time, please allow around 5 to 10 minutes for the FAQ library data to be synchronised to the generative AI knowledge base, and allow 2 to 3 hours for the chatbot to crawl the career site content.

After the initial setup of the knowledge base, any updates you make to the FAQ responses will be reflected shortly after you save them. Additionally, the site will be automatically recrawled for new information every 24 hours.

If you choose to disable AI responses at any time, the AI Chatbot Assistant will no longer attempt to respond to candidate questions using the information provided by that setting.

Tailoring the AI-powered response

There are a number of configuration options available to you to tailor how the AI Chatbot Assistant formulates replies when responding to candidate questions. These options allow you to influence various aspects of the AI prompt, including the preferred length and the level of detail that the chatbot should aim for when generating a reply, however, the final output will still be dependent on the generated response and may vary from these preferred settings on occasion.

1. From the side menu, under Company, click Settings.
2. Under Miscellaneous, click Chatbot.
3. Click the tab labelled AI Replies.
4. Click the edit (pencil) icon in the Prompt section.
   
5. The following configuration options are available:
   1. Level of detail: This option helps guide whether the response should include a high level of detail or focus on summarization of the information.
   2. Point of view: Select whether the chatbot responses should be formulated in the first or third person.
   3. Text body format: This option allows you to specify whether the chatbot should attempt to format the response into logical paragraphs or return a single block of text. 

   4. Maximum number of sentences: Enter a number for the preferred length of the response.

      Note:

      This number is used as a guide, and generated responses may be slightly shorter or longer than the number configured here.

6. Click Save.

You may wish to experiment with different combinations of these settings to achieve the appropriate tone of voice for your organization.

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