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Enabling AI Responses from your AI Chatbot Assistant

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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. 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.

Other related articles:

Overview

The AI Chatbot Assistant utilises 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 which fits with your organisation's branding.

We've chosen technologies which 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 FAQ library

The AI Chatbot Assistant utilises 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 this purpose, refer to Managing lists of Frequently Asked Questions.

Creating lists of FAQs

To create a new list of FAQs:

  1. In the main menu, select Careers Website.
  2. Within the Career Website section, from the top menu, select FAQs.
  3. On the FAQs page, select New from the top right of the screen.
  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 which 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.
Note: The FAQ libraries that you make available do not need to be published on a webpage within your career site. You are free to add them to a webpage if you would like to, but they will still be available to the chatbot even if not published, provided that the "Integrate with Chatbot" checkbox is checked.

Adding or Managing questions and answers

  1. In the main menu, select 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.
Note: Whilst candidates will ask a particular question in many different ways, it is not necessary to provide each variant of the question within the library. The best in breed generative AI technology behind the AI Chatbot Assistant interprets variations of the question being asked and delivers an accurate response based on the answer you provided in the FAQ library.

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.

Enabling AI responses

Once you have populated the FAQ library with appropriate questions and answers, it is then time to enable the AI Chatbot Assistant to be able to utilise that information to respond to candidate questions.

  1. From the main menu, under Company, click Settings.
  2. Under Miscellaneous, click Chatbot.
  3. Click the tab labelled AI Replies.
  4. The screen will show whether AI Replies are currently enabled or disabled.
  5. Click the button to Enable or Disable.

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, which underpins this functionality.

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 within the FAQ library.

FAQs

Functionality

How is the response to the candidate questions generated?

The AI Chatbot Assistant adopts a technology approach called Retrieval-Augmented Generation (RAG) to ensure that the response provided to the candidate is accurate and appropriate.

RAG is the process of optimising the output of a large language model, so it references an authoritative knowledge base outside of its training data sources before generating a response.

In the case of the AI Chatbot Assistant, the authoritative knowledge base is the FAQ library you have populated within Recruitment Marketing.

Can we populate the knowledge base with other sources of information?
Not at the present time. In the future, PageUp may look to extend these capabilities to allow you to utilise other sources of knowledge, such as pages from your careers or corporate website, to populate the knowledge base.
Can the AI Chatbot Assistant communicate with candidates in multiple languages?
At this stage, the AI Chatbot Assistant is designed to communicate in English.
How long does it take for information we added to the FAQ library to be available to the AI Chatbot Assistant?
Under normal circumstances, updates or additions to the FAQ library should be available to the AI Chatbot Assistant within 5 to 10 minutes.
Do I need to provide every variation of the question that a candidate may ask?
No, the innovative technology being utilised by the AI Chatbot Assistant allows the chatbot to interpret the natural language input from the candidate and identify the most relevant information to respond to that from its available knowledge base.
Does the AI Chatbot Assistant respond to questions with the exact text that I added to the FAQ library?
The RAG technology approach allows the AI Powered Chatbot to generate an appropriate response to the candidate's question based on the available information within the knowledge base. Depending on the question being asked, the response may be an amalgamation of a number of separate entries from within your FAQ library.
Can I change the tone of voice of the responses from the AI Chatbot Assistant?
The responses from the AI Chatbot Assistant are presented in the first person to foster the sense of a conversational interaction between the chatbot and the candidate.

Hosting, Security, Bias and Privacy

What is the AI model that is used?
PageUp leverages AI models provided via the AWS Bedrock service and hosted on our AWS infrastructure in each region.
Where is the AI model hosted?
The AI model is hosted on PageUp's Amazon Web Services (AWS) infrastructure in each customer's region.
Is the model trained with customer data?
PageUp's third-party AI model providers will not use customer data to train the AI models. PageUp uses the general capabilities of the appropriate models to support the RAG approach.
How does PageUp ensure that the AI model is accurate?
PageUp has chosen commercially available models that perform well on accuracy tasks. The AI Chatbot Assistant is regularly tested to ensure that the responses continue to be accurate and of high quality.
What control processes has PageUp put in place to ensure that the AI model is not biased?
PageUp is deeply committed to ensuring that our product features are designed to create fair and equitable outcomes for candidates. By using commercially available AI models via AWS Bedrock, PageUp is able to leverage the ongoing advancements made in preventing bias and associated risks by the creators of those models.
Is the use of AI technology transparent to the candidate?
When naming the chatbot and configuring the welcome message, questions and other responses, it is recommended that you include verbiage which clearly indicates that the chatbot technology is automated and utilises AI functionality.

 

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